IT Service Desk Technician

About the role

Empower, Innovate, Impact! At Team A-TEK, we EMPOWER people to drive INNOVATION that IMPACTS mission!

A-TEK operates at the intersection of mission and innovation by applying our deep domain expertise across the federal markets. Embracing our digital-first strategy, A-TEK provides enhanced capabilities in application development, digital transformation, enterprise IT, and scientific services. Our solutions are designed to modernize, automate, secure, protect, and enhance the operations of our federal clients, ensuring they stay ahead in a rapidly evolving digital landscape.

Our work is fueled by a passion to serve our clients' needs and to protect the safety and welfare of Americans. That passion shapes how we nurture our most valuable asset - Our Employees. A-TEK actively cultivates the talent that drives our success and fosters a creative, challenging, and mission-driven work environment for current and future employees.

A-TEK seeks an IT Service Desk Technician to support NOAA's Alaska Fisheries Science Center (AFSC). The technician serves as a primary point of contact for IT assistance, helping scientific staff and other users resolve routine technical issues.

This position combines customer service, ticket management, computer imaging and deployment, and secure equipment retirement. The ideal candidate communicates clearly, follows established procedures, and enjoys helping users and performing hands-on technical work.

Key Responsibilities

• Provide first-line technical support with a professional, approachable, and customer-focused demeanor.
• Continuously monitor and triage the Jira service desk queue.
• Keep tickets current with troubleshooting steps, progress, and resolution details.
• Route and reassign tickets to appropriate technicians according to established procedures.
• Follow published guidance, standard operating procedures, and knowledge base articles.
• Communicate clearly with users and team members about troubleshooting, ticket status, and ongoing projects.
• Image, configure, prepare, and issue computers using approved procedures.
• Securely wipe data from retired devices and prepare equipment for recycling.
• Keep the service desk, equipment staging areas, and other workspaces clean and organized.
• Assist with unpacking equipment, breaking down packaging, and recycling materials.

Desired Qualifications

• Foundational knowledge of desktop computers, peripherals, and basic troubleshooting.
• Strong customer service skills and the ability to explain technical information clearly.
• Ability to document work accurately and follow written instructions.
• Strong organizational skills and attention to detail.
• Ability to prioritize incoming requests and recognize when an issue requires escalation.
• Willingness to perform hands-on computer setup and equipment-handling tasks.
• Ability to work onsite in Seattle and accommodate an early morning start.

Preferred Experience

• IT help desk, service desk, desktop support, or comparable customer-facing technical experience.
• Experience using Jira or another IT ticketing system.
• Experience imaging, configuring, and deploying computers.
• Familiarity with secure data wiping and equipment retirement procedures.
• Experience following technical SOPs and knowledge base documentation.

Compensation and Benefits

• The anticipated salary range for this position is $48,000-$53,000 annually, depending on qualifications, relevant experience, skills, and contractual requirements.
• A-TEK offers a comprehensive benefits package, including medical, dental, and vision insurance, retirement benefits, paid time off, paid holidays, and other applicable employee benefits.
• Additional compensation, if applicable, will be described as part of the position's compensation package.

Candidates may use tools (including AI) for proofreading or formatting; however, using any tool to fabricate, exaggerate, or misrepresent qualifications, experience, or work product is not permitted. We may assess application materials for job-related technical depth, internal consistency, and demonstrated hands-on experience, including through follow-up questions, skills assessments, or reference checks. Verification of education may be requested before or during the hiring process.

For security and identity verification purposes, participants may be asked to temporarily disable virtual backgrounds during portions of the call.