IT Technician 4

Overview The Communication and IT Directorate works to ensure that all audiences, internal and external, understand the Lab’s mission and how our science transforms the world. The convergence of Communications and Information Technology at PNNL recognizes that as the world moves increasingly online, the laboratory must be increasingly savvy in how we engage our stakeholders and audiences through digital channels. Responsibilities You are a highly trained and experienced IT technician focused on the customer experience with the goal of restoring productivity as fast as possible. You take pride in finding dynamic and innovative ways to effectively engage customers. As someone with strong interpersonal skills you have the ability to effectively interact with customers, collaborate with other Help Desk technicians, and are passionate about technology. You bring strong troubleshooting skills and outside the box thinking to problem solving with your team. You understand the importance of process and culture in high performing organizations and thrive in a fast paced, high tech environment focused on results. A life-long learner, you’re devoted to the concepts of continuous improvement in everything you do. You have a fearless, positive attitude, and the way in which you achieve success is consistent with the PNNL values of Courage, Integrity, Impact, Collaboration, and Creativity. Your key responsibilities and accountabilities would include: Provide support for Mac, Windows PC, Linux/Unix, Android, and iOS Provide walk-in support in our Seattle office, some work from home shifts answering calls/chats/emails, and routine trips to provide onsite support in our Sequim and Portland offices Provide customers with a personal, professional experience when requesting IT services and support. Manage work in Maximo Ticketing system. Research, troubleshoot, and resolve complex technical issues. 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. 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. Assist others in conducting studies and in supporting non-routine activities in accordance with established procedures. Determine methods and procedures on new assignments. May provide training and guidance to less experienced staff. Envisioning success: Success in this role means delivering results through strong teamwork and a relentless focus on what’s best for our customers. Success means continually holding oneself to the highest of professional and ethical standards and demanding the same of team mates. Success is walking into PNNL every work day with a belief that you can positively impact the research and development efforts at a national laboratory. You know that your work makes a difference with our clients and customers. Qualifications Minimum Qualifications: Technical Institute Graduate (TIG)/Associates Degree plus 4 years of related experience; or 6 years of related experience Preferred Qualifications: Call center experience preferred 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) 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. 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 with ability to team and collaborate effectively as a team player. Able to deliver results with the highest level of professionalism and integrity Hazardous Working Conditions/Environment Not applicable. Additional Information This position requires the ability to obtain and maintain a federal security clearance. Requirements: * U.S. Citizenship * Background Investigation: Applicants selected will be subject to a Federal background investigation and must meet eligibility requirements for access to classified matter in accordance 10 CFR 710, Appendix B. * Drug Testing: All Security Clearance (L or Q) positions will be considered by the Department of Energy to be Testing Designated Positions which means that they are subject to applicant, random, and for cause drug testing. In addition, applicants must be able to demonstrate non-use of illegal drugs, including marijuana, for the 12 consecutive months preceding completion of the requisite Questionnaire for National Security Positions (QNSP). Testing Designated Position This position is a Testing Designated Position (TDP). The candidate selected for this position will be subject to pre-employment and random drug testing for illegal drugs, including marijuana, consistent with the Controlled Substances Act and the PNNL Workplace Substance Abuse Program. About PNNL Pacific Northwest National Laboratory (PNNL) is a world-class research institution powered by a highly educated, diverse workforce committed to the values of Integrity, Creativity, Collaboration, Impact, and Courage. Every year, scores of dynamic, driven people come to PNNL to work with renowned researchers on meaningful fundamental science challenges and important global priorities spanning climate and coastal research, national security, and energy resiliency; here is your chance to be one of them! At PNNL, you will find an exciting research environment and excellent benefits including health insurance, 401k, pension and flexible work schedules and locations as part of our hybrid workplace. PNNL has multiple campuses, with our main campus located in eastern Washington State—the dry side of Washington known for its stellar outdoor recreation and affordable cost of living. The Lab’s campus is only a 45-minute flight (or ~3-hour drive) from Seattle or Portland, and is serviced by the convenient PSC airport, connected to 8 major hubs. Commitment to Excellence, Diversity, Equity, Inclusion, and Equal Employment Opportunity Our laboratory is committed to a diverse and inclusive work environment dedicated to solving critical challenges in fundamental sciences, national security, and energy resiliency. We are proud to be an Equal Employment Opportunity and Affirmative Action employer. In support of this commitment, we encourage people of all racial/ethnic identities, women, veterans, and individuals with disabilities to apply for employment. Pacific Northwest National Laboratory considers all applicants for employment without regard to race, religion, color, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information (including family medical history), protected veteran status, and any other status or characteristic protected by federal, state, and/or local laws. We are committed to providing reasonable accommodations for individuals with disabilities and disabled veterans in our job application procedures and in employment. If you need assistance or an accommodation due to a disability, contact us at [email protected]. Drug Free Workplace PNNL is committed to a drug-free workplace supported by Workplace Substance Abuse Program (WSAP) and complies with federal laws prohibiting the possession and use of illegal drugs. Mandatory Requirements Battelle requires employees to have a COVID-19 vaccine as a condition of employment, subject to accommodation. Applicants are required to disclose their vaccination status following a conditional offer of employment and must attest to being fully vaccinated with a Center for Disease Control (CDC)-approved COVID-19 vaccination, or provide documentation of need for medical or religious exemption from the COVID-19 vaccination requirement.