Overview The Computing and Information Technology Directorate works to re-imagine how digital technologies can simplify the research experience, enable data-driven insights for decision makers, and accelerate PNNL’s research missions. CIT helps connect staff to systems while enabling a broader research computing ecosystem to improve productivity and provide a sense of community. You are a customer service focused professional with a passion for technology. You will use your people skills to help our scientists and engineers be successful as they travel across the nation and the world. Use your experience with cellphones, MiFis, and pagers to provide stable and reliable technical solutions to keep our staff connected and productive. Work with vendors to ensure proper billing and keep our loan pool current. 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 our HelpDesk technicians to ensure good hand-offs and communication. 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. Responsibilities Responsbilities include: Manage our cellphone, MiFi, and pager loan pools, ensuring we can meet customer demand. Be our main POC for ATT-Verizon and T-Mobile: Responsible for all ordering of phones, hot spots and adding service to existing devices. Lead our cellphone billing with help from others to ensure proper charging and services are paid for 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 operationing 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. Provide support for Android, and iOS and additional platforms as needed. Manage work in Maximo Ticketing system. Qualifications Minimum Qualifications: High school diploma/GED and 2 years of relevant experience -OR- Technical Institute Graduate (TIG)/relevant AA degree or higher and 1 year of relevant experience Preferred Qualifications: Call center or Administrative Professional experience preferred Strong written and verbal communication with both technical and nontechnical audiences required Financial or billing experience preferred Manage inventory of loaners documenting all work in our ticketing system Thorough understanding of iOS, Android and MiFi operating systems and interfaces Basic understanding of cellphone networking and data services 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. 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 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. Hazardous Working Conditions/Environment Not applicable. Additional Information Due to business needs and client space, US 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. Testing Designated Position This is not a Testing Designated Position (TDP). 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 science, innovations and outcomes for the U.S. Department of Energy and other sponsors; here is your chance to be one of them! At PNNL, you will find an exciting research environment and excellent benefits including health insurance, flexible work schedules and telework options. PNNL is 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. If you are offered employment at PNNL, you must pass a drug test prior to commencing employment. PNNL complies with federal law regarding illegal drug use. Under federal law, marijuana remains an illegal drug. If you test positive for any illegal controlled substance, including marijuana, your offer of employment will be withdrawn. Mandatory Requirements Please be aware that the Department of Energy (DOE) prohibits DOE employees and contractors from having any affiliation with the foreign government of a country DOE has identified as a “country of risk” without explicit approval by DOE and Battelle. If you are offered a position at PNNL and currently have any affiliation with the government of one of these countries, you will be required to disclose this information and recuse yourself of that affiliation or receive approval from DOE and Battelle prior to your first day of employment. Rockstar Rewards Employees and their families are offered medical insurance, dental insurance, vision insurance, health savings account, flexible spending accounts, basic life insurance, disability insurance*, employee assistance program, business travel insurance, tuition assistance, supplemental parental bonding leave**, surrogacy and adoption assistance, and fertility support. Employees are automatically enrolled in our company funded pension plan* and may enroll in our 401k savings plan. Employees may accrue up to 120 vacation hours per year and may receive ten paid holidays per year. * Research Associates excluded. **Once eligibility requirements are met. Click Here For Rockstar Rewards Minimum Salary USD $25.29/Hr. Maximum Salary USD $36.01/Hr.