ICT Technician II - Anchorage, AK

## Job Description The ICT Technician II is responsible for providing advanced technical support and administration across endpoint computing, infrastructure, user access, and operational technology environments. This position serves as the primary escalation point for Tier 1 support issues and supports the full lifecycle of user computing, including workstation deployment, software support, account administration, infrastructure monitoring, and technology projects.The successful candidate will possess strong troubleshooting skills, a customer-service mindset, and the ability to support a broad range of technologies. This role balances daily operational support with infrastructure administration, endpoint management, and project implementation responsibilities. ***\*This is a full time position located at NANA Worley headquarters in Anchorage, AK\**** ***\*This position qualifies for the NANA Worley employee referral program, available only to current NANA Worley employees\**** ## Responsibilities - Provide advanced technical support for desktop, laptop, mobile, and peripheral devices. - Troubleshoot hardware, software, operating system, printing, connectivity, and application issues. - Serve as an escalation point for issues not resolved by Tier 1 technicians. - Support both onsite and remote users. - Manage incidents through the full support lifecycle including triage, troubleshooting, escalation, documentation, communication, and closure. - Prioritize incidents based on business impact and severity. - Maintain accurate ticket documentation and resolution records. - Contribute to root cause analysis activities and provide recommendations for recurring issues. - Maintain a high level of customer service and user satisfaction. **Workstation Lifecycle Management** - Build, configure, deploy, and support desktop and laptop systems. - Maintain workstation deployment, imaging, and provisioning processes. - Create, maintain, and test operating system deployment images and deployment procedures. - Install, configure, and support approved business applications and software packages. - Perform workstation rebuilds, reimaging, and operating system upgrades. - Coordinate hardware refresh, replacement, and lifecycle management activities. - Support mobile devices, peripherals, docking stations, and conference room technology. - Maintain hardware inventory records and asset assignments. - Ensure deployed systems comply with company standards and security requirements. **User Account Administration** - Provision, modify, and decommission user accounts and access permissions. - Support employee onboarding and offboarding activities. - Configure user access to business systems, applications, and shared resources. - Maintain role-based access assignments and group memberships. - Assist with identity and access management processes. - Support multifactor authentication (MFA) enrollment and user access verification. - Coordinate account security actions including password resets, account lockouts, and access reviews. - Maintain documentation related to user provisioning and access management activities. **Infrastructure Support** - Assist with administration and support of server, storage, backup, network, virtualization, and telecommunications environments. - Monitor infrastructure health, performance, and availability. - Perform routine operational checks and escalate issues requiring advanced engineering support. - Assist with patch management, system updates, and maintenance activities. - Support backup and recovery operations and validation testing. - Assist with hardware installations, equipment replacement, and infrastructure upgrades. - Support enterprise networking, wireless connectivity, and remote access technologies. - Participate in disaster recovery and business continuity testing activities. **Security & Compliance Support** - Support cybersecurity initiatives and security best practices across the organization. - Remediate iden…