IT Technician 1

At PNNL, our core capabilities are divided among major departments called Directorates, each focused on a specific area of scientific research or operational function. The 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 collaborate using real-time insights and human-centered design to break down barriers.

Digital Platforms collaborates with 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 staff work across the PNNL digital workplace. Our agile teams leverage cloud technologies, DevSecOps, and AI to modernize existing platforms and create novel solutions by integrating commercial products, custom-developed, and low-code solutions.

Responsibilities

• Research, troubleshoot, and resolve complex technical issues.
• Provide customers with a personal, professional experience when requesting IT services and support.
• Perform work with 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, including IT equipment tied to research equipment, workstations, mobile devices, and support all technological needs for research customers.
• Provide network support, both wired and wireless, including switches, routers, and hotspot configurations.
• Support Mac, Windows PC, Linux/Unix, Android, and iOS systems.
• Manage work in the Maximo Ticketing system.
• Image computers with OS, applications, and settings using standard processes and tools.
• Work with the Onboarding team to ensure new hires have an excellent first-day experience.

Qualifications

Minimum Qualifications:

• Technical Institute Graduate (TIG)/AA or higher or High school diploma/GED and 2 years of relevant experience.

Preferred Qualifications:

• Call center experience.
• Thorough understanding of Windows and Mac-based personal computers, current operating systems, TCP/IP networking, and office automation/productivity software such as the Microsoft Office suite (Outlook, Word, Excel, PowerPoint, Visio, MS Project, and Access).
• Technical certifications, such as Microsoft Certified Professional (MCP), Microsoft Office Specialist (MOS), CompTIA A+, HDI Support Center Analyst, and HDI Desktop Support Technician (preferred but not required).
• 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 telephone.
• Exceptional communicator with both technical and non-technical 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.

Benefits

• Medical, dental, and vision insurance for employees and their families.
• Robust telehealth care options and several mental health benefits.
• Free wellness coaching and health savings account.
• Flexible spending accounts.
• Basic life insurance and disability insurance.
• Employee assistance program and business travel insurance.
• Tuition assistance, relocation, backup childcare, legal benefits.
• Supplemental parental bonding leave, surrogacy and adoption assistance, and fertility support.
• Company-funded pension plan and 401(k) savings plan with company match.
• Up to 120 vacation hours per year and ten paid holidays per year.

This position involves access to sensitive systems and information; U.S. Citizenship is required. Pacific Northwest National Laboratory is subject to the Department of Energy Unclassified Foreign Visits & Assignments Program site, information, technologies, and equipment access requirements.