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*

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 articles and support documentation.
• Maintain accurate ticket notes and activity records.
• Follow documented operational procedures.
• Assist with development of user guides and support instructions.

Project Participation

• Assist with workstation deployment and refresh projects.
• Support office technology upgrades and equipment installations.
• Participate in technology improvement initiatives as assigned.
• Assist with testing and deployment activities during project implementations.
• Support data collection and documentation activities for IT projects.

Technical Skills

Candidates are not expected to possess experience with every technology used by the organization. Training and mentorship will be provided.

End User Computing

• Windows operating systems
• Microsoft Office and Microsoft 365 applications
• Desktop and laptop support
• Mobile device support
• Printer and peripheral support
• Basic software troubleshooting

Basic Networking

• TCP/IP fundamentals
• Wireless connectivity
• VPN fundamentals
• Basic network troubleshooting

Hardware Support

• PC deployment and setup
• Hardware upgrades and replacement
• Peripheral installation and configuration
• Asset tracking and inventory management

Business Skills

• Customer service
• Ticket management
• Written and verbal communication
• Documentation
• Time management

Education

• High school diploma or equivalent required.
• 2-5 years of progressive Information Technology experience
• Experience supporting users in a business environment
• Experience troubleshooting desktop, laptop, software, and connectivity issues
• Experience deploying and supporting workstation hardware and software

Preferred Qualifications

• Associate degree in Information Technology, Computer Science, Business Technology, or related field
• Relevant technical certifications may be considered in lieu of formal education years
• Experience in one or more of the following:
• Desktop or laptop support
• Hardware deployment and configuration
• Operating system installation and troubleshooting
• Microsoft Windows environments
• Microsoft 365 applications
• Customer service or technical support roles
• IT ticketing systems
• Asset management or inventory tracking

Industry certifications are desirable but not required.

Examples include:

• CompTIA A+
• Google IT Support Professional
• Microsoft Fundamentals Certifications
• CompTIA ITF+

Language & Communication

• Ability to read, analyze, and interpret technical documentation, policies, journals, and procedures
• Ability to write routine reports and correspondence clearly and professionally
• Ability to present information effectively to management, staff, clients, and external stakeholders

Mathematical & Analytical

• Ability to calculate percentages, proportions, and basic algebraic concepts
• Ability to analyze data, apply logic, and solve complex technical and operational problems

Reasoning

• Apply logical, scientific, and common-sense reasoning to complex and abstract problems
• Interpret instructions in written, oral, diagrammatic, or schedule form

Computer Skills

• Proficient with Microsoft Word, Excel, Outlook, Internet, and database software
• Working knowledge of computer hardware components, drivers, and multiple network protocols
• Detailed knowledge of Windows-based environments and related enterprise systems

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Analytical & Problem Solving
• Technical Expertise & Continuous Learning
• Strategic Thinking
• Interpersonal Effectiveness & Teamwork
• Oral and Written Communication
• Ethics, Safety, and Security Awareness

Working Conditions and Physical Requirements

• Office-based work environment; noise level is usually quiet
• Primarily office‑based in Anchorage, AK
• May require occasional after‑hours support for critical incidents or maintenance activities
• Frequently required to sit; occasionally required to walk, stand, talk, hear, and use hands
• May occasionally lift or move up to 25 pounds
• Reasonable accommodations will be made for individuals with disabilities to perform essential functions