IT Technician 1

Pacific Northwest National Laboratory•Richland, WA

1d•Onsite

About The Position

At PNNL, our core capabilities are divided among major departments that we refer to as Directorates within the Lab, focused on a specific area of scientific research or other function, with its own leadership team and dedicated budget. Our directorates related to Mission Support & Operations include Office of General Counsel, Business Services, Communications and External Engagement, Operational Systems, Communications and Information Technology, and Performance Management. At PNNL, our Computing and Information Technology organization is redefining how we work and innovate by reimagining the digital workplace. We empower research and streamline operations—making both faster, smarter, and more efficient—so our professionals can tackle some of the world's toughest challenges in science, energy, and national security. Our experts in AI, cybersecurity, design, and engineering work side by side, using real-time insights and human-centered design to break down barriers. Ready to make your mark on tomorrow? Come work with us. In support of PNNL's mission, Digital Platforms collaborates closely with our business and technology partners to build and maintain innovative software solutions and robust data and analytics capabilities. We aim to be a strategic partner in delivering cutting-edge enterprise solutions that drive innovation and improve the way our staff work across the PNNL digital workplace. Our forward-thinking, agile teams leverage cloud technologies, DevSecOps, and AI to modernize existing platforms and assist in the creation of novel solutions. By integrating commercial products, custom-developed and low-code solutions, we ensure our digital platforms are ready for the challenges and opportunities of tomorrow.

Requirements

Technical Institute Graduate (TIG)/ AA or higher -OR- High school diploma/GED and 2 years of relevant experience
Thorough understanding of Windows and Mac based personal computers, current operating systems, TCP/IP networking and office automations and productivity software such as the Microsoft Office suite (Outlook, Word, Excel, PowerPoint, Visio, MS Project and Access).
Demonstrated troubleshooting and creative problem-solving ability.
Experience installing and troubleshooting operating systems, device drivers, and software applications.
Expertise in principles and concepts of customer service and support.
Customer service-oriented and approachable.
Experience providing customer service and technical support, both on-site, remote, and via the telephone.
Exceptional communicator with both technical and nontechnical audiences
Strong interpersonal skills and the ability to collaborate effectively as a team player.
Able to deliver results with the highest level of professionalism and integrity.
U.S. Citizenship is required.

Nice To Haves

Call center experience preferred.
Technical certifications, such as Microsoft Certified Processional (MCP), Microsoft Office Specialist (MOS), Comp TIA A+, HDI Support Center Analyst and HDI Desktop Support Technician, are preferred but not required.

Responsibilities

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.