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Candidates must reside within 50 miles of Anchorage, Alaska. This role will also need to work partially in-office

GCI's Operations Support Specialist II will serve as the operations, project, and administrative support team for all divisions/groups under the Technology Solutions department. Coordinate and assist with company-wide projects, programs, and special assignments.

ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:

Operations Support

+ Rural Operations dispatch support: Supplement Resource Coordination dispatching timely and efficient customer assignments and trouble service appointments as needed to maintain workload. Monitor work queues, schedules, and assign tasks to include repair requests, scheduled and unscheduled implementations with changing priorities. Contact field personnel regularly on field and technical issues. Coordinate with project managers and other dispatch teams inside of GCI. Coordinate and create tickets in multiple ticketing systems supported by GCI. Contact clients via phone and email for all scheduling needs. Update and close work orders, document changes from client sites, and verify daily logs along with thorough updates on individual tickets and daily ticket report. Ensure daily assignment of department tools, vehicles, and scheduling of maintenance and weekly inspections. Maintain an accurate resource calendar. Manage AT&T eSIM Backup Program, including the opening/closing of new lines. Create a process that collects requests, tracks the status of each request, and pays the bill.

+ SharePoint Management: Creation and upkeep of Technology Solutions, SMC, and Operations SharePoint Sites.

+ Alyeska Badge Process: coordinate new badges, renewals, training, and drug tests. Create a process that tracks the status of each request and repository for current badged employees

+ AIMS Program: Track and manage weekly payouts for field technicians for the Anchorage, Matsu, Fairbanks, Kenai, Homer, Seward, Cordova, and Valdez areas. Meet deadlines for completion and approvals. Balance Aims cash, input on a spreadsheet, send documentation to include additional sales and Kudos for weekly meeting (Statewide meeting once a month).

+ Travel Requests: review travel request and health declaration forms for accuracy and proper approvals. Add trips to the tracking system and file approved forms. Prioritize urgent (break/fix/outage) requests. Report back to the requester if additional information is needed. Send out approvals.

+ Community outreach: research current restrictions in the community. Contact local tribal organizations to get permission/approvals as needed. Set timeline expectations and proactively follow up on requests.

+ Follow all Community, GCI, and State COVID-19 policies and testing requirements.

Project Support

+ Complete projects and special assignments by establishing objectives; determining priorities; managing time; gaining the cooperation of others; monitoring progress; problem-solving; adjusting plans.

+ Assist and support Projects from various departments such as Engineering, HR, LCAD, and Operations.

+ Work closely with project managers to create comprehensive action plans concerning resources and budgets. Participate in project design meetings and propose improvements if necessary.

+ Communicate with clients to identify and define project requirements, scope, and objectives.

Employee Support

+ Assist with the Onboarding and Offboarding of new employees.

+ Create, organize, audit, and enter timesheets for approximately 200 Sites Agents and On-Call employees.

+ Responsible for rural support agent coordination, including administering employee compliance, maintaining appropriate documentation, and timely and accurate recording of payroll hours in ADP. Communicate with rural support agents and Regional Technicians as needed.

+ Support liaison between Field Personnel and various departments within the company, i.e., Account Payable, Payroll, HR, and other departments as needed; responsible for researching any discrepancies for Payroll, P-Card Expenses, and any questions.

Administrative Support

+ Conduct and track research of Rural Alaska Villages, providing information for projects, statistics, and general information purposes.

+ Track and maintain spreadsheet & training database of field personnel.

+ Schedule and coordinate meeting requests and travel arrangements for Technology Solutions Employees, Directors, and Vice Presidents.

+ Assist with planning events for Department and Company.

+ Maintain repeat inventory and records and ensure supplies and materials are proactively restocked.

+ Assist with presentations and compile and prepare data for various reports. Distribute to appropriate parties as needed.

+ Assist with the creation of PowerPoints, Microsoft Forms, and Smartsheet Forms.

+ Shift Management: upkeep BTS shift requests and track employee unscheduled absences.

+ Manage corrective and preventative maintenance reports for Technology Solutions.

+ Review and support new and ongoing maintenance procedures for Network Operations and develop maps for community and regional site breakdowns.

+ Create tracking reports for fast-paced installation projects.

+ Contact site agent/technician to ensure timely completion of PMs, E911 PMs, and SPCC Inspection reports.

+ Review all PMs and relay information on site issues to the responsible Regional Manager.

COMPETENCIES:

+ ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.

+ Must have a strong desire to learn, think critically, and to solve problems.

+ BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.

+ COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.

+ COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.

+ COMPLIANCE - Follows internal controls; protects company and customer confidential information; abides by GCI’s Code of Business Conduct & Ethics.

+ CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.

+ Experience in managing relationships between both internal and external customers

+ RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.

+ Must be able to work independently with minimal supervision and make sound decisions in situations where there is no opportunity or time to seek supervisory assistance or conduct significant analysis of the options.

+ RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.

+ Excellent analytical skills with the ability to analyze situations accurately and use effective judgment and decision-making abilities.

+ SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.

+ Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively.

+ Logistical and procurement experience.

+ Must be able to consolidate data from multiple Relational Database Management Systems (RDMS) (e.g. MS Access, MySQL, Oracle, Microsoft SQL, and Kronos).

+ Needs to be familiar with telephony terms.

Additional Job Requirements:

This is an advanced level position that functions under minimal supervision. Demonstrates full understanding of company policies/procedures and a working knowledge in responsibility. The position could provide mentoring and training to Specialist I level.

Additional Competencies:

+ Lead ad hoc projects as requested.

+ Coordinate and manage a wide variety of special or large projects requested by other departments.

+ Serve as needed as the UUI facilities coordinator; assist with assignment and/or reallocation of unit space and equipment.

+ Support other administrative functions during support staff absence as needed. Provide back-up support during extremely busy times as directed.

Minimum Qualifications:

Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis

+ High School diploma or equivalent.

+ A minimum of five (5) years of experience in Business Office and Customer Services. *

Preferred:

+ At least two (2) years of experience in a telephone-related field.

+ Associate degree in Business or related field.

+ Relevant telecom industry or job specific certifications.

DRIVING REQUIREMENTS:

+ This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.

PHYSICAL REQUIREMENTS and WORKING CONDITIONS:

+ Work is primarily sedentary, requiring daily routine computer usage.

+ Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.

+ Ability to accurately communicate information and ideas to others effectively.

+ Physical agility and effort sufficient to perform job duties safely and effectively.

+ Ability to make valid judgments and decisions.

+ Available to work additional time on weekends, holidays, before or after normal work hours when necessary.

+ Must work well in a team environment and be able to work with a diverse group of people and customers.

+ Virtual workers must comply with remote work policies and agreements.

The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to an immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services.

Culture, Engagement, and Connection: At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer.

EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.

DISCLAIMER: The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.