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*

• 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 identified vulnerabilities and assist with compliance-related activities.
• Support endpoint containment and escalation procedures during security incidents.
• Perform account security administration activities as directed.
• Assist with audit preparation and documentation requests.
• Adhere to established security policies, standards, and procedures.
• Support implementation of security recommendations and corrective actions.

Project & Continuous Improvement Activities

• Participate in infrastructure and technology improvement initiatives.
• Support workstation refresh and deployment modernization efforts.
• Assist with implementation of new hardware, software, and infrastructure solutions.
• Participate in system migrations, platform upgrades, and technology refresh projects.
• Support conference room and collaboration technology deployments.
• Assist with backup, recovery, and disaster recovery improvement projects.
• Coordinate activities with vendors and internal stakeholders as required.
• Maintain project documentation, implementation records, and technical procedures.
• Identify opportunities to improve processes, automation, documentation, and operational efficiency.

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

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