IT Service Desk Technician
About The Position
A-TEK seeks an IT Service Desk Technician to support NOAA’s Alaska Fisheries Science Center (AFSC). The technician is a primary point of contact for IT assistance, helping scientific staff and other users resolve routine technical issues. The position combines customer service, ticket management, computer imaging and deployment, and secure equipment retirement. The ideal candidate communicates clearly, follows established procedures, and enjoys helping users and performing hands-on technical work. The position is onsite in Seattle and requires accommodating an early morning start.
Requirements
- Foundational knowledge of desktop computers, peripherals, and basic troubleshooting.
- Strong customer service skills and the ability to explain technical information clearly.
- Ability to document work accurately and follow written instructions.
- Strong organizational skills and attention to detail.
- Ability to prioritize incoming requests and recognize when an issue requires escalation.
- Willingness to perform hands-on computer setup and equipment-handling tasks.
- Ability to work onsite in Seattle and accommodate an early morning start.
Nice To Haves
- IT help desk, service desk, desktop support, or comparable customer-facing technical experience.
- Experience using Jira or another IT ticketing system.
- Experience imaging, configuring, and deploying computers.
- Familiarity with secure data wiping and equipment retirement procedures.
- Experience following technical SOPs and knowledge base documentation.
Responsibilities
- Provide first-line technical support with a professional, approachable, customer-focused demeanor.
- Continuously monitor and triage the Jira service desk queue.
- Keep tickets current with troubleshooting steps, progress, and resolution details.
- Route and reassign tickets to appropriate technicians according to established procedures.
- Follow published guidance, standard operating procedures, and knowledge base articles.
- Communicate clearly with users and team members about troubleshooting, ticket status, and ongoing projects.
- Image, configure, prepare, and issue computers using approved procedures.
- Securely wipe data from retired devices and prepare equipment for recycling.
- Keep the service desk, equipment staging areas, and other workspaces clean and organized.
- Assist with unpacking equipment, breaking down packaging, and recycling materials.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Retirement benefits
- Paid time off
- Paid holidays
- Other applicable employee benefits
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
