ICT Technician I - Anchorage, AK

NANA Worley•Anchorage, AK

9d•Onsite

About The Position

The ICT Technician I provides frontline technical support for end users and serves as the primary point of contact for routine information technology requests and incidents. This position is responsible for workstation deployment, hardware support, software installation, user assistance, asset management, and basic account administration. The successful candidate will possess strong customer service skills, foundational technical knowledge, and the ability to troubleshoot common technology issues in a professional and efficient manner. This role focuses on end-user computing and operational support while gaining experience across the organization's broader technology environment. The ICT Technician I works under the guidance of senior technical staff and develops the skills necessary for advancement into more specialized infrastructure and systems administration roles. This is a full time position located at NANA Worley headquarters in Anchorage, AK.

Requirements

High school diploma or equivalent required.
2-5 years of progressive Information Technology experience
Experience supporting users in a business environment
Experience troubleshooting desktop, laptop, software, and connectivity issues
Experience deploying and supporting workstation hardware and software
Windows operating systems
Microsoft Office and Microsoft 365 applications
Desktop and laptop support
Mobile device support
Printer and peripheral support
Basic software troubleshooting
TCP/IP fundamentals
Wireless connectivity
VPN fundamentals
Basic network troubleshooting
PC deployment and setup
Hardware upgrades and replacement
Peripheral installation and configuration
Asset tracking and inventory management
Customer service
Ticket management
Written and verbal communication
Documentation
Time management
Ability to calculate percentages, proportions, and basic algebraic concepts
Ability to analyze data, apply logic, and solve complex technical and operational problems
Apply logical, scientific, and common-sense reasoning to complex and abstract problems
Interpret instructions in written, oral, diagrammatic, or schedule form
Proficient with Microsoft Word, Excel, Outlook, Internet, and database software
Working knowledge of computer hardware components, drivers, and multiple network protocols
Detailed knowledge of Windows-based environments and related enterprise systems
Analytical & Problem Solving
Technical Expertise & Continuous Learning
Strategic Thinking
Interpersonal Effectiveness & Teamwork
Oral and Written Communication
Ethics, Safety, and Security Awareness

Nice To Haves

Associate degree in Information Technology, Computer Science, Business Technology, or related field
Relevant technical certifications may be considered in lieu of formal education years
Desktop or laptop support
Hardware deployment and configuration
Operating system installation and troubleshooting
Microsoft Windows environments
Microsoft 365 applications
Customer service or technical support roles
IT ticketing systems
Asset management or inventory tracking
Industry certifications are desirable but not required. Examples include: CompTIA A+, Google IT Support Professional, Microsoft Fundamentals Certifications, CompTIA ITF+
Ability to read, analyze, and interpret technical documentation, policies, journals, and procedures
Ability to present information effectively to management, staff, clients, and external stakeholders

Responsibilities

Serve as the first point of contact for technical support requests.
Provide support for desktop computers, laptops, mobile devices, printers, and peripherals.
Troubleshoot common hardware, software, connectivity, and application issues.
Assist users with Microsoft 365 applications and business software.
Resolve incidents within established service levels and escalate issues when appropriate.
Maintain a high level of customer service and professionalism.
Document support activities and resolutions within the ticketing system.
Communicate effectively with users regarding ticket status and resolution progress.
Prepare, configure, and deploy desktop and laptop computers.
Assist with operating system installation, imaging, and workstation provisioning.
Install approved software applications and system updates.
Replace and upgrade hardware components as directed.
Troubleshoot workstation performance and hardware failures.
Configure monitors, docking stations, printers, and other peripherals.
Maintain workstation standards and deployment procedures.
Perform workstation refresh and replacement activities.
Assist with user account setup and basic access requests.
Support password resets and account lockout resolutions.
Verify user identity before performing account-related actions.
Assist with onboarding and offboarding activities.
Support user access to approved business systems and resources.
Escalate access-related issues requiring administrative approval or advanced troubleshooting.
Track assigned hardware and technology assets.
Maintain accurate inventory records and asset information.
Assist with equipment receiving, deployment, and recovery activities.
Document hardware assignments and device locations.
Support annual inventory audits and verification activities.
Ensure returned equipment is properly processed for redeployment or disposal.
Assist with routine operational checks and monitoring activities.
Perform basic network and connectivity troubleshooting.
Assist with conference room technology support.
Support printer, wireless, and remote access troubleshooting.
Escalate infrastructure issues requiring advanced technical support.
Assist senior staff during maintenance, equipment installations, and project activities.
Prepare workstations and equipment for new employees.
Install required software and configure user workstations.
Assist in onboarding activities and first-day technology setup.
Recover equipment from departing employees.
Prepare returned equipment for redeployment.
Maintain onboarding and offboarding documentation and checklists.
Document recurring issues and approved solutions.
Update knowledge base articles and support documentation.
Maintain accurate ticket notes and activity records.
Follow documented operational procedures.
Assist with development of user guides and support instructions.
Assist with workstation deployment and refresh projects.
Support office technology upgrades and equipment installations.
Participate in technology improvement initiatives as assigned.
Assist with testing and deployment activities during project implementations.
Support data collection and documentation activities for IT projects.