IT Technician 1

Pacific Northwest National Laboratory•Richland, WA

About The Position

The IT Technician 1 provides information systems technical support, systems implementation, systems monitoring, and customer support within PNNL’s Computing and Information Technology organization and Cybersecurity & DigitalOps Division. The division manages and secures core computing infrastructure and services, protecting the Laboratory’s infrastructure, data, and reputation while enabling employees to work productively. The role includes troubleshooting, preventative maintenance, account and password management, and may involve root-cause analysis and system administration. Systems implementation work includes installing or upgrading systems, devices, and tools; conducting testing and training; and preparing system documentation and operational procedures. The technician monitors system performance, prepares performance reports, recommends system and process improvements, and may serve as the primary point of contact for a broad range of customer issues. Access to sensitive systems and information is part of the position, and U.S. citizenship is required. The position is not a Testing Designated Position.

Requirements

Technical Institute Graduate (TIG), associate degree, or higher; alternatively, a high school diploma or GED and 2 years of relevant experience.
U.S. citizenship is required because the position involves access to sensitive systems and information.

Nice To Haves

Call center experience.
Thorough understanding of Windows- and Mac-based personal computers, current operating systems, TCP/IP networking, and office automation and productivity software such as Microsoft Office.
Technical certifications such as Microsoft Certified Professional (MCP), Microsoft Office Specialist (MOS), CompTIA A+, HDI Support Center Analyst, or HDI Desktop Support Technician.
Demonstrated troubleshooting and creative problem-solving ability.
Experience installing and troubleshooting operating systems, device drivers, and software applications.
Knowledge of customer service and support principles and concepts.
Customer-service orientation and approachability.
Experience providing on-site, remote, and telephone customer service and technical support.
Exceptional communication skills with technical and nontechnical audiences.
Strong interpersonal skills and ability to collaborate effectively as a team player.
Ability to deliver results with professionalism and integrity.

Responsibilities

Perform information systems technical support, systems implementation, systems monitoring, and customer support.
Troubleshoot systems, perform preventative maintenance, and manage accounts and passwords.
Assist with root-cause analysis and system administration tasks as needed.
Install or upgrade systems, devices, and tools.
Conduct system testing and training, and prepare system documentation and operational procedures.
Track system performance, prepare performance reports, and recommend system and process improvements.
Act as the primary point of contact for a broad scope of customer issues when needed.