ICT Technician II - Anchorage, AK

NANA Worley•Anchorage, AK

9d•Onsite

About The Position

The ICT Technician II is responsible for providing advanced technical support and administration across endpoint computing, infrastructure, user access, and operational technology environments. This position serves as the primary escalation point for Tier 1 support issues and supports the full lifecycle of user computing, including workstation deployment, software support, account administration, infrastructure monitoring, and technology projects. The successful candidate will possess strong troubleshooting skills, a customer-service mindset, and the ability to support a broad range of technologies. This role balances daily operational support with infrastructure administration, endpoint management, and project implementation responsibilities. This is a full time position located at NANA Worley headquarters in Anchorage, AK. This position qualifies for the NANA Worley employee referral program, available only to current NANA Worley employees.

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
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
Experience in one or more of the following: 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
Ability to read, analyze, and interpret technical documentation, policies, journals, and procedures
Ability to write routine reports and correspondence clearly and professionally
Ability to present information effectively to management, staff, clients, and external stakeholders

Responsibilities

Provide advanced technical support for desktop, laptop, mobile, and peripheral devices.
Troubleshoot hardware, software, operating system, printing, connectivity, and application issues.
Serve as an escalation point for issues not resolved by Tier 1 technicians.
Support both onsite and remote users.
Manage incidents through the full support lifecycle including triage, troubleshooting, escalation, documentation, communication, and closure.
Prioritize incidents based on business impact and severity.
Maintain accurate ticket documentation and resolution records.
Contribute to root cause analysis activities and provide recommendations for recurring issues.
Maintain a high level of customer service and user satisfaction.
Build, configure, deploy, and support desktop and laptop systems.
Maintain workstation deployment, imaging, and provisioning processes.
Create, maintain, and test operating system deployment images and deployment procedures.
Install, configure, and support approved business applications and software packages.
Perform workstation rebuilds, reimaging, and operating system upgrades.
Coordinate hardware refresh, replacement, and lifecycle management activities.
Support mobile devices, peripherals, docking stations, and conference room technology.
Maintain hardware inventory records and asset assignments.
Ensure deployed systems comply with company standards and security requirements.
Provision, modify, and decommission user accounts and access permissions.
Support employee onboarding and offboarding activities.
Configure user access to business systems, applications, and shared resources.
Maintain role-based access assignments and group memberships.
Assist with identity and access management processes.
Support multifactor authentication (MFA) enrollment and user access verification.
Coordinate account security actions including password resets, account lockouts, and access reviews.
Maintain documentation related to user provisioning and access management activities.
Assist with administration and support of server, storage, backup, network, virtualization, and telecommunications environments.
Monitor infrastructure health, performance, and availability.
Perform routine operational checks and escalate issues requiring advanced engineering support.
Assist with patch management, system updates, and maintenance activities.
Support backup and recovery operations and validation testing.
Assist with hardware installations, equipment replacement, and infrastructure upgrades.
Support enterprise networking, wireless connectivity, and remote access technologies.
Participate in disaster recovery and business continuity testing activities.
Support cybersecurity initiatives and security best practices across the organization.
Remediate identified vulnerabilities and assist with compliance-related activities.
Support endpoint containment and escalation procedures during security incidents.
Perform account security administration activities as directed.
Assist with audit preparation and documentation requests.
Adhere to established security policies, standards, and procedures.
Support implementation of security recommendations and corrective actions.
Participate in infrastructure and technology improvement initiatives.
Support workstation refresh and deployment modernization efforts.
Assist with implementation of new hardware, software, and infrastructure solutions.
Participate in system migrations, platform upgrades, and technology refresh projects.
Support conference room and collaboration technology deployments.
Assist with backup, recovery, and disaster recovery improvement projects.
Coordinate activities with vendors and internal stakeholders as required.
Maintain project documentation, implementation records, and technical procedures.
Identify opportunities to improve processes, automation, documentation, and operational efficiency.