IT Technician 1

1 month ago

Richland, United States Pacific Northwest National Laboratory Full time

Responsibilities



You are a highly trained and experienced IT technician focused on the customer experience with the goal of restoring productivity as fast as possible. You take pride in finding dynamic and innovative ways to effectively engage customers. As someone with strong interpersonal skills you have the ability to effectively interact with customers, collaborate with other Help Desk technicians, and are passionate about technology. You bring strong troubleshooting skills and outside the box thinking to problem solving with your team. You understand the importance of process and culture in high performing organizations and thrive in a fast paced, high tech environment focused on results. A life-long learner, you’re devoted to the concepts of continuous improvement in everything you do. You have a fearless, positive attitude, and the way in which you achieve success is consistent with the PNNL values of Courage, Integrity, Impact, Collaboration, and Creativity.

Your key responsibilities and accountabilities will include:

Research, troubleshoot, and resolve complex technical issues. Provide customers with a personal, professional experience when requesting IT services and support. Perform work with the reliability, efficiency, and customer service orientation to provide support from initial request to close-out. Manage work and schedule to meet customer expectations and within service levels. Establish, maintain, and execute standard operations procedures to leverage efficiencies and best practices. Engage with technical service team leads to ensure effective support for their services and consult on process issues and improvement. Use exceptional communication skills when interacting with both technical and non-technical audiences. Install and maintain hardware/software systems, that include IT equipment tied to research equipment, workstations, mobile devices and support all things technological for our research customers. Network, wired and wireless support including switches, routers and hotspot configurations and support. Provide support for Mac, Windows PC, Linux/Unix, Android, and iOS. Manage work in Maximo Ticketing system. Image computers with OS, applications and setting using our standard process and tools Work with our Onboarding team to ensure new hires have an excellent first day experience

Envisioning success:

Success in this role means delivering results through strong teamwork and a relentless focus on what’s best for our customers. Success means continually holding oneself to the highest of professional and ethical standards and demanding the same of team mates. Success is walking into PNNL every work day with a belief that you can positively impact the research and development efforts at a national laboratory. You know that your work makes a difference with our clients and customers.


Qualifications

Minimum Qualifications:

Technical Institute Graduate (TIG)/ AA or higher -OR- High school diploma/GED and 2 years of relevant experience
Hazardous Working Conditions/Environment

Not Applicable.


Additional Information

This position requires the ability to obtain and maintain a federal security clearance.

U.S. Citizenship Required Background Investigation: Applicants selected will be subject to a Federal background investigation and must meet eligibility requirements for access to classified matter in accordance with 10 CFR 710, Appendix B. Drug Testing: All Security Clearance positions are Testing Designated Positions, which means that the candidate selected is subject to pre-employment and random drug testing. In addition, applicants must be able to demonstrate non-use of illegal drugs, including marijuana, for the 12 consecutive months preceding completion of the requisite Questionnaire for National Security Positions (QNSP). 

Note: Applicants will be considered ineligible for security clearance processing by the U.S. Department of Energy until non-use of illegal drugs, including marijuana, for 12 months can be demonstrated.


Testing Designated Position

This position is a Testing Designated Position (TDP). The candidate selected for this position will be subject to pre-employment and random drug testing for illegal drugs, including marijuana, consistent with the Controlled Substances Act and the PNNL Workplace Substance Abuse Program.


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