Overview:
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.
Rockstar Rewards:
Employees and their families are offered medical insurance, dental insurance, vision insurance, robust telehealth care options, several mental health benefits, free wellness coaching, health savings account, flexible spending accounts, basic life insurance, disability insurance*, employee assistance program, business travel insurance, tuition assistance, relocation, backup childcare, legal benefits, 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 401 (k) savings plan with company match*. Employees may accrue up to 120 vacation hours per year and may receive ten paid holidays per year.
- Research Associates excluded.
**All benefits are dependent upon eligibility.
Click Here For Rockstar Rewards
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 lifelong 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:
-
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.
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 teammates. Success is walking into PNNL every workday 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)/ AA or higher -OR-
-
High school diploma/GED and 2 years of relevant 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 and the ability to 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 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.
Testing Designated Position (TDP):
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, and flexible work schedules. 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 and Equal Employment Opportunity:
Our laboratory is committed to fostering a work environment where all individuals are treated with fairness and respect while solving critical challenges in fundamental sciences, national security, and energy resiliency. We are an Equal Employment Opportunity employer.
Pacific Northwest National Laboratory (PNNL) is an Equal Opportunity Employer. PNNL considers all applicants for employment without regard to race, religion, color, sex, 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.
HSPD-12 PIV Credential Requirement:
As a national laboratory, PNNL is responsible for adhering to the Homeland Security Presidential Directive 12 (HSPD-12) and Department of Energy (DOE) Order 473.1A, which require new employees to obtain and maintain a HSPD-12 Personal Identify Verification (PIV) Credential. To obtain this credential, new employees must successfully complete the applicable tier of federal background investigation post hire and receive a favorable federal adjudication. The tier of federal background investigation will be determined by job duties and national security or public trust responsibilities associated with the job. All tiers of investigation include a declaration of illegal drug activities, including use, supply, possession, or manufacture within the last 1 to 7 years (depending on the applicable tier of investigation). Illegal drug activities include marijuana and cannabis derivatives, which are still considered illegal under federal law, regardless of state laws.
For foreign national candidates:
If you have not resided in the U.S. for three consecutive years, you are not eligible for the PIV credential and instead will need to obtain a favorable Local Site Specific Only (LSSO) Federal risk determination to maintain employment. Once you meet the three-year residency requirement thereafter, you will be required to obtain a PIV credential to maintain employment. The tier of federal background investigation required to obtain the PIV credential will be determined by job duties at the time you become eligible for the PIV credential.
