Provide first-line IT support as the primary service desk contact for NOAA’s Alaska Fisheries Science Center users in Seattle.

Deliver first-line technical assistance with a professional, approachable, customer-focused demeanor.
Monitor and triage the Jira service desk queue.
Maintain up-to-date tickets by documenting troubleshooting steps, progress, and resolutions.
Route and reassign tickets to the appropriate technicians using established procedures.
Use published guidance, standard operating procedures, and knowledge base articles to support issue resolution.
Communicate clearly with users and team members regarding troubleshooting status, ticket updates, and active projects.
Image, configure, prepare, and issue computers following approved procedures.
Securely wipe data from retired devices and prepare equipment for recycling.
Keep the service desk, equipment staging areas, and workspaces clean, organized, and ready for use.
Assist with unpacking equipment, breaking down packaging, and recycling materials.

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 identify when issues require escalation.
Willingness to perform hands-on computer setup and equipment-handling tasks.
Ability to work onsite in Seattle, WA and accommodate an early morning start.

IT help desk, service desk, desktop support, or similar 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.

Anticipated salary range: $48,000–$53,000 per year (depending on qualifications, relevant experience, skills, and contractual requirements).
Additional compensation, if applicable, will be described as part of the position’s compensation package.

Tools (including AI) may be used for proofreading or formatting; using any tool to fabricate, exaggerate, or misrepresent qualifications, experience, or work product is not permitted.
Application materials may be assessed for job-related technical depth, internal consistency, and demonstrated hands-on experience, including through follow-up questions, skills assessments, or reference checks.
Education verification may be requested before or during the hiring process.
For security and identity verification, candidates may be asked to temporarily disable virtual backgrounds during parts of the call.
Misrepresentation or falsification may result in removal from further consideration.
Reasonable accommodations may be requested for the application or interview process.

IT Service Desk Technician

Job Description