Pacific Northwest National Laboratory IT Engineer in SEATTLE, Washington

Organization and Job ID

Job ID: 307559

Directorate: National Security

Group: Security Operations Office

Organization and Job ID

Job ID: 307559

Directorate: National Security

Group: Security Operations Office

Job Description

Come and work for a billion dollar international research institution. Our collaborative environment and commitment to work/life balance makes Pacific Northwest National Laboratory’ (PNNL) an ideal place to advance your career, challenge yourself and make a difference. We offer excellent benefits including pension, matching 401(k), tuition reimbursement plans, health insurance, and flexible work schedules.

Our science and technology inspires and enables the world to live prosperously, safely and securely. Our discoveries not only change the way people think, they increase our nation’s energy capacity and improve our national security efforts, making the world a cleaner and safer place.

Job Description

Our Seattle Support Engineer offers premier IT support services to our customers and researchers which is critical to the overall success of our organization at PNNL. This position is all about providing outstanding customer service enabling the use of leading edge information technology by research and operations staff working on the latest cutting edge science. Our Engineers provide both phone, desk-side and remote support to a broad and diverse customer base. In this position you will also provide, 50% desktop support of office environment with some phone support, 50% support of classified environment to include system and network administration. Monthly trips to Sequim for support of Marine Science Lab to include scripting, network support and troubleshooting, wireless support, mobile device configuration and support as well as coaching to customers on the best application of technology solutions to meet their needs, installation of system software, performance of periodic upgrades, and troubleshoot and resolve technical incidents and problems, restoring our customers to productivity. Our engineers offer bold support in a personal manner making the customer experience as effortless as possible.

  • Install and maintain hardware/software systems, including workstations, thin clients, and multiple thin and thick client technologies

  • Mobile device administration in a BYOD environment

  • Troubleshooting, researching, and resolving complex technical issues

  • Provide customers with a personal, professional experience when requesting IT services and support.

  • Perform work with the reliability, efficiency, and customer service orientation required to provide support from initial request to close-out.

  • Manage your work and schedule to meet customer expectations and within service levels.

  • Establish, maintain, and execute standard operations procedures to leverage efficiencies and best practices.

  • Engage with technical service team leads to ensure effective support for these services and to consult on process issues and improvement.

  • Use exceptional communication skills when interacting with both technical and non-technical audiences.

  • Use cutting edge tools to perform monitoring and proactive incident management.

  • Network, wired and wireless support including switches, routers and hotspot configurations and support.

  • Travel required, 10% of time.

  • Collaborate with the Facility Operations Team for routine maintenance or modification of secure space.

  • Serve as one of several on-call 24/7 responders with one-hour response to security alarms, system failures and/or other mission essential duties as assigned by the PNNL System Security Officer.

Envisioning Success

Success in this role means delivering results through strong technical skill, communications, and collaboration with a relentless focus on what’s best for our users. Success means continually holding oneself to the highest of professional and ethical standards and demanding the same of co-workers. Success is walking into PNNL every work day with a belief that you can positively impact the research and development efforts at a national laboratory. You know that your work makes a difference with our clients and users.

Job Description

Come and work for a billion dollar international research institution. Our collaborative environment and commitment to work/life balance makes Pacific Northwest National Laboratory’ (PNNL) an ideal place to advance your career, challenge yourself and make a difference. We offer excellent benefits including pension, matching 401(k), tuition reimbursement plans, health insurance, and flexible work schedules.

Our science and technology inspires and enables the world to live prosperously, safely and securely. Our discoveries not only change the way people think, they increase our nation’s energy capacity and improve our national security efforts, making the world a cleaner and safer place.

Job Description

Our Seattle Support Engineer offers premier IT support services to our customers and researchers which is critical to the overall success of our organization at PNNL. This position is all about providing outstanding customer service enabling the use of leading edge information technology by research and operations staff working on the latest cutting edge science. Our Engineers provide both phone, desk-side and remote support to a broad and diverse customer base. In this position you will also provide, 50% desktop support of office environment with some phone support, 50% support of classified environment to include system and network administration. Monthly trips to Sequim for support of Marine Science Lab to include scripting, network support and troubleshooting, wireless support, mobile device configuration and support as well as coaching to customers on the best application of technology solutions to meet their needs, installation of system software, performance of periodic upgrades, and troubleshoot and resolve technical incidents and problems, restoring our customers to productivity. Our engineers offer bold support in a personal manner making the customer experience as effortless as possible.

  • Install and maintain hardware/software systems, including workstations, thin clients, and multiple thin and thick client technologies

  • Mobile device administration in a BYOD environment

  • Troubleshooting, researching, and resolving complex technical issues

  • Provide customers with a personal, professional experience when requesting IT services and support.

  • Perform work with the reliability, efficiency, and customer service orientation required to provide support from initial request to close-out.

  • Manage your work and schedule to meet customer expectations and within service levels.

  • Establish, maintain, and execute standard operations procedures to leverage efficiencies and best practices.

  • Engage with technical service team leads to ensure effective support for these services and to consult on process issues and improvement.

  • Use exceptional communication skills when interacting with both technical and non-technical audiences.

  • Use cutting edge tools to perform monitoring and proactive incident management.

  • Network, wired and wireless support including switches, routers and hotspot configurations and support.

  • Travel required, 10% of time.

  • Collaborate with the Facility Operations Team for routine maintenance or modification of secure space.

  • Serve as one of several on-call 24/7 responders with one-hour response to security alarms, system failures and/or other mission essential duties as assigned by the PNNL System Security Officer.

Envisioning Success

Success in this role means delivering results through strong technical skill, communications, and collaboration with a relentless focus on what’s best for our users. Success means continually holding oneself to the highest of professional and ethical standards and demanding the same of co-workers. Success is walking into PNNL every work day with a belief that you can positively impact the research and development efforts at a national laboratory. You know that your work makes a difference with our clients and users.

Minimum Qualifications

  • Bachelor's degree with 2 years of experience Master's degree with 0 years of experience PhD with 0 years of experience

Minimum Qualifications

  • Bachelor's degree with 2 years of experience Master's degree with 0 years of experience PhD with 0 years of experience

Preferred Qualifications

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)

  • Demonstrated experience in managing enterprise desktop and environment

  • Experience installing and troubleshooting operating systems, device drivers, and software applications

  • Experience with OS X, iOS and Android management highly desirable

  • Experience with VMware and Citrix desktop management and virtualization products.

  • Ability to self-direct, prioritize, and manage multiple tasks and priorities

  • Exceptional communicator with both technical and nontechnical audiences

  • Strong interpersonal skills with ability to collaborate effectively in cross-functional teams while remotely deployed

  • Technical certifications, such as Microsoft Certified Processional (MCP), Microsoft Office Specialist (MOS), Comp TIA A+, Comp TIA Network+, HDI Support Center Analyst and HDI Desktop Support Technician, are preferred but not required.

  • Experience providing customer service and technical support, both on-site, remote and via the telephone

  • Demonstrated troubleshooting and creative problem solving ability

  • Customer service oriented and approachable

  • Able to deliver results with highest level of professionalism and integrity

  • Demonstrated ability to solve challenging technical problems with innovative solutions

Preferred Qualifications

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)

  • Demonstrated experience in managing enterprise desktop and environment

  • Experience installing and troubleshooting operating systems, device drivers, and software applications

  • Experience with OS X, iOS and Android management highly desirable

  • Experience with VMware and Citrix desktop management and virtualization products.

  • Ability to self-direct, prioritize, and manage multiple tasks and priorities

  • Exceptional communicator with both technical and nontechnical audiences

  • Strong interpersonal skills with ability to collaborate effectively in cross-functional teams while remotely deployed

  • Technical certifications, such as Microsoft Certified Processional (MCP), Microsoft Office Specialist (MOS), Comp TIA A+, Comp TIA Network+, HDI Support Center Analyst and HDI Desktop Support Technician, are preferred but not required.

  • Experience providing customer service and technical support, both on-site, remote and via the telephone

  • Demonstrated troubleshooting and creative problem solving ability

  • Customer service oriented and approachable

  • Able to deliver results with highest level of professionalism and integrity

  • Demonstrated ability to solve challenging technical problems with innovative solutions

Equal Employment Opportunity

Battelle Memorial Institute (BMI) at Pacific Northwest National Laboratory (PNNL) is an Affirmative Action/Equal Opportunity Employer and supports diversity in the workplace. All employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, marital or family status, sexual orientation, gender identity, or genetic information. All BMI staff must be able to demonstrate the legal right to work in the United States. BMI is an E-Verify employer. Learn more at jobs.pnnl.gov.

Equal Employment Opportunity

Battelle Memorial Institute (BMI) at Pacific Northwest National Laboratory (PNNL) is an Affirmative Action/Equal Opportunity Employer and supports diversity in the workplace. All employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, marital or family status, sexual orientation, gender identity, or genetic information. All BMI staff must be able to demonstrate the legal right to work in the United States. BMI is an E-Verify employer. Learn more at jobs.pnnl.gov.

Other Information

This position requires the ability to obtain and maintain a federal security clearance.

Requirements:

  • U.S. Citizenship

  • Background Investigation: Applicants selected will be subject to a Federal background investigation and must meet eligibility requirements for access to classified matter in accordance 10 CFR 710, Appendix B.

  • Drug Testing: All Security Clearance (L or Q) positions will be considered by the Department of Energy to be Testing Designated Positions which means that they are subject to applicant, random, and for cause drug testing. In addition, applicants must be able to demonstrate non-use of illegal drugs, including marijuana, for the 12 consecutive months preceding completion of the requisite Questionnaire for National Security Positions (QNSP).

Note: Applicants will be considered ineligible for security clearance processing by the U.S. Department of Energy until non-use of illegal drugs, including marijuana, for 12 consecutive months can be demonstrated.

Other Information

This position requires the ability to obtain and maintain a federal security clearance.

Requirements:

  • U.S. Citizenship

  • Background Investigation: Applicants selected will be subject to a Federal background investigation and must meet eligibility requirements for access to classified matter in accordance 10 CFR 710, Appendix B.

  • Drug Testing: All Security Clearance (L or Q) positions will be considered by the Department of Energy to be Testing Designated Positions which means that they are subject to applicant, random, and for cause drug testing. In addition, applicants must be able to demonstrate non-use of illegal drugs, including marijuana, for the 12 consecutive months preceding completion of the requisite Questionnaire for National Security Positions (QNSP).

Note: Applicants will be considered ineligible for security clearance processing by the U.S. Department of Energy until non-use of illegal drugs, including marijuana, for 12 consecutive months can be demonstrated.Directorate: National Security Dir

Job Category: Computation and Information Sciences

Group: NSD Security Operations Office

Opening Date: 2018-03-20

Closing Date: 2018-06-03