ICT Technician I - Anchorage, AK

## Job Description The ICT Technician I provides frontline technical support for end users and serves as the primary point of contact for routine information technology requests and incidents. This position is responsible for workstation deployment, hardware support, software installation, user assistance, asset management, and basic account administration. The successful candidate will possess strong customer service skills, foundational technical knowledge, and the ability to troubleshoot common technology issues in a professional and efficient manner. This role focuses on end-user computing and operational support while gaining experience across the organization's broader technology environment. The ICT Technician I works under the guidance of senior technical staff and develops the skills necessary for advancement into more specialized infrastructure and systems administration roles. ***\*This is a full time position located at NANA Worley headquarters in Anchorage, AK\**** ## Responsibilities **End User Support** - Serve as the first point of contact for technical support requests. - Provide support for desktop computers, laptops, mobile devices, printers, and peripherals. - Troubleshoot common hardware, software, connectivity, and application issues. - Assist users with Microsoft 365 applications and business software. - Resolve incidents within established service levels and escalate issues when appropriate. - Maintain a high level of customer service and professionalism. - Document support activities and resolutions within the ticketing system. - Communicate effectively with users regarding ticket status and resolution progress. **Workstation Deployment & Hardware Support** - Prepare, configure, and deploy desktop and laptop computers. - Assist with operating system installation, imaging, and workstation provisioning. - Install approved software applications and system updates. - Replace and upgrade hardware components as directed. - Troubleshoot workstation performance and hardware failures. - Configure monitors, docking stations, printers, and other peripherals. - Maintain workstation standards and deployment procedures. - Perform workstation refresh and replacement activities. **User Account Support** - Assist with user account setup and basic access requests. - Support password resets and account lockout resolutions. - Verify user identity before performing account-related actions. - Assist with onboarding and offboarding activities. - Support user access to approved business systems and resources. - Escalate access-related issues requiring administrative approval or advanced troubleshooting. **Asset & Inventory Management** - Track assigned hardware and technology assets. - Maintain accurate inventory records and asset information. - Assist with equipment receiving, deployment, and recovery activities. - Document hardware assignments and device locations. - Support annual inventory audits and verification activities. - Ensure returned equipment is properly processed for redeployment or disposal. **Basic Infrastructure Support** - Assist with routine operational checks and monitoring activities. - Perform basic network and connectivity troubleshooting. - Assist with conference room technology support. - Support printer, wireless, and remote access troubleshooting. - Escalate infrastructure issues requiring advanced technical support. - Assist senior staff during maintenance, equipment installations, and project activities. **User Onboarding & Offboarding** - Prepare workstations and equipment for new employees. - Install required software and configure user workstations. - Assist in onboarding activities and first-day technology setup. - Recover equipment from departing employees. - Prepare returned equipment for redeployment. - Maintain onboarding and offboarding documentation and checklists. **Documentation & Knowledge Management** - Document recurring issues and approved solutions. - Update knowledge base artic…