IT Technician 1

Pacific Northwest National Laboratory; Richland (WA); On-site; USD 37,000 - 51,000; Full time

Benefits offered by this job

Medical insurance

Pension plan

Flexible work arrangements

Job summary

Pacific Northwest National Laboratory (PNNL) in Richland, WA seeks an Information Systems Technical Support professional to provide end-user support, manage system implementations, and monitor performance. The role covers on-site, remote, and telephone-based assistance across Windows and Mac environments, with emphasis on customer service and problem solving.

Ideal candidates bring OS and networking knowledge, strong communication, and experience with Microsoft Office applications.

Qualifications

• Minimum qualifications include Technical Institute Graduate (TIG)/AA or higher or a high school diploma/GED with 2 years of relevant experience.
• Preferred qualifications include call center experience, strong command of Windows/Mac OS, TCP/IP networking, and proficiency with the Microsoft Office suite.

Responsibilities

• Performs information systems technical support, systems implementation, systems monitoring, and customer support.
• Troubleshooting, preventative maintenance, and account/password management.
• May assist with root-cause analysis and system administration tasks.
• Systems implementation includes installation or upgrades of systems, devices, and tools with testing and training, plus documentation.
• Systems monitoring includes tracking performance and producing reports, plus recommending improvements.
• May act as primary point of contact for a broad scope of customer issues.

Skills

Customer service

Troubleshooting

Communication

Team player

On-site support

Remote support

Problem solving

Education

Technical Institute Graduate (TIG) / AA or higher

High school diploma / GED + 2 years experience

Tools

Windows OS

Mac OS

TCP/IP networking

MS Office Suite (Outlook, Word, Excel, PowerPoint, Visio, MS Project, Access)

Job description

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.

The Cybersecurity & DigitalOps Division governs, secures, manages, and supports the core computing infrastructure and services at PNNL. We protect and defend PNNL’s infrastructure, data, and reputation from cyber adversaries and we influence, advance, and showcase cybersecurity research at PNNL through strong partnerships with our research groups. Our core infrastructure technology and services deliver rigorous, efficient, and operationally excellent services to the Laboratory, maximizing productivity and enabling employees to work anytime, anywhere.

Responsibilities

• Performs information systems technical support, systems implementation, systems monitoring, and customer support.
• Technical support includes troubleshooting, preventative maintenance, and account and password management.
• May assist with root-cause analysis and system administration tasks.
• Systems implementation includes installation or upgrades of systems, devices, and tools. Also includes conducting testing and training, and the preparation of system documentation and operational procedures.
• Systems monitoring includes tracking system performance, preparing systems performance reports, and recommending systems and process improvements.
• May act as the primary point of contact for a broad scope of customer issues.

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

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 [e-mail].

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.

Security, Credentialing, and Eligibility Requirements

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.

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, 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

Notice to Applicants

PNNL lists the full pay range for the position in the job posting. Starting pay is calculated from the minimum of the pay range and actual placement in the range is determined based on an individual’s relevant job-related skills, qualifications, and experience. This approach is applicable to all positions, with the exception of positions governed by collective bargaining agreements and certain limited-term positions which have specific pay rules.

As part of our commitment to fair compensation practices, we do not ask for or consider current or past salaries in making compensation offers at hire. Instead, our compensation offers are determined by the specific requirements of the position, prevailing market trends, applicable collective bargaining agreements, pay equity for the position type, and individual qualifications and skills relevant to the performance of the position.

Minimum Salary

USD $26.73/Hr.

Maximum Salary

USD $37.26/Hr.