Helpdesk Technician 2 - Bellevue, Washington, USA

Bellevue, Washington, USA

2 days ago

Helpdesk Technician 2

TerraPower

TITLE: Helpdesk Technician Level 2

LOCATION: Bellevue, WA, USA

TerraPower is a nuclear technology company based in Bellevue, Washington. At its core, the company is working to raise living standards globally through a more affordable, secure and environmentally friendly form of nuclear energy along with innovations in medical isotopes to improve human health. In 2006, TerraPower originated with Bill Gates and a group of like-minded visionaries who evaluated the fundamental challenges to raising living standards around the world. They recognized energy access was crucial to the health and economic well-being of communities and decided that the private sector needed to take action and create energy sources that would advance global energy deployment. TerraPower’s mission is to be a world leader in new nuclear technologies, while developing innovators and future leaders in the nuclear field. As a result, the company’s activities in the fields of nuclear energy and related sciences are yielding significant innovations in the safety and economics of nuclear power, hybrid energy and medical applications – all for significant human health benefits.

TerraPower is seeking to hire highly motivated and forward-thinking professionals who are interested in focusing on advanced nuclear reactor research and development and influencing change within the nuclear power landscape and bringing forward the critical production of medical isotopes. TerraPower is an Equal Opportunity Employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law. In addition, as a federal contractor, TerraPower has instituted an Affirmative Action Plan (AAP) in an effort to proactively recruit, hire, and promote women, minorities, disabled persons and veterans.

Helpdesk Technician Level 2

The Helpdesk Technician will be joining the IT team in a Microsoft-centric environment. The position will involve assisting TerraPower users and external contractors with setup and troubleshooting of desktop applications and technologies, including specialized engineering software, Microsoft Office365, laptop hardware, monitors and phones. They will be involved in all aspects of full user account, software and hardware life cycles. Including evaluations, inventory, assignment and decommissioning. Documentation, process improvement and timely communication with all internal and external users and coworkers will be critical for the success of this candidate.

Candidate must be experienced and able to work in a fast-moving environment, including triaging and prioritizing issues and incidents, while maintaining strong and professional customer service.

Additional work designated will be primarily determined based on level of experience, areas of interest, strengths in background and work history.

Responsibilities

• Handling escalated tickets from tier 1 technicians.

• Utilizing existing and creating new Internal and external knowledge base documents to assist with ticket resolution.

• Active Directory Account maintenance.

• Managing access to internal and external collaboration spaces.

• PC Lifecycle Management.

• Inventory Receiving, Management & Tracking.

• Fulfilling complex software install requests.

• Business travel technology support.

• Demonstrate and assist with remote access to TerraPower resources.

• Support users at remote sites and Everett Lab.

• Familiar with Triaging IT Service Desk tickets.

• Mentoring of Tier 1 Technicians.

Key Qualifications and Skills

• Minimum 3-5 years combined relevant IT\Customer Service experience and a H.S. diploma; CompTIA A+ certification, A.A. or B.S. degree preferred.

• Embody Terra Power’s guiding principles. The successful candidate will possess a high degree of trustworthiness and integrity, communicate openly and display respect and a desire to foster teamwork.

• Able to quickly learn and implement new concepts, highly adaptable proven problem solver who is calm in stressful situations and able to think through situations to find the best outcome.

• Excellent interpersonal and organizational skills.

• Proactive on finding areas within our process that can be improved and making these suggestions to the team.

• Rapid deployment imaging technologies MDT and SCCM

• Windows 10 in a domain-managed environment

• A general understanding of DHCP, DNS, and TCP/IP, and wireless networking, as well as how to troubleshoot them

• A general understanding of modern Information Security principles and practices

• Experience with a commercial ticketing system JIRA

• An understanding of desktop and laptop hardware

• Office 365 applications and their use in a corporate environment

• Familiar with Terra Power Labs technologies, safety, and emergency protocols.

• Familiar with onboarding\offboarding procedures.

• Familiar with ENAR\SWAR\ShareFile access requirements.

Job Functions

Job Functions are physical actions and/or working conditions associated with the position. These functions may also constitute essential functions for the job which the employee must be able to fulfill, with or without accommodation. Information provided below is to help describe the job so that the applicant has a reasonable understanding of the job duties/expectations. An applicant's ability to perform and/or tolerate these actions and conditions will be discussed and workplace accommodations may be made on a case-by-case basis following an individualized assessment of the applicant and other considerations, including but not limited to any governing safety standards.

• Motor Abilities: Sitting and/or standing for extended periods, bending/stooping, grasping/gripping, fine motor control (hands)

• Physical exertion and/or requirements: Minimal, with ability to safely lift up to 25 pounds

• Repetitive work: Prolonged

• Special Senses: Visual and audio focused work

• Work Conditions: Stairs, typing/keyboard, standard and/or sitting working environment of >8 hrs./day

• Travel required: 0-5%

TerraPower’s technology is controlled for export by various agencies of the U.S. Government. TerraPower must evaluate applicants who are foreign nationals (other than asylees, refugees, or lawful permanent residents) in accordance with U.S. Government export control requirements. To facilitate TerraPower’s export control reviews, you will be asked as part of the application process to identify whether you are a U.S. Citizen or national, asylee, refugee, or lawful permanent resident of the United States. Government export authorization approval times vary. Based on the business needs for a particular position, TerraPower may not consider a foreign national from a country if it is impracticable to obtain timely Government export approval.

Job details

Salary Range Level 7: $73,795 - $110,692

*Typically, our employee salaries are within .90 – 1.0 of the mid-point of the posted salary bands. Any salary offered within the posted salary band is based on market data and commensurate with the selected candidate’s qualifications and experience. This range is specific to Washington State.

Benefits:

• Competitive Compensation

• Salary, eligible to participate in discretionary short-term incentive payments

• Comprehensive Medical and Wellness Benefits for family or individual

o Vision

o Dental

o Life

o Life and Disability

o Gender Affirmation Benefits

o Parental Leave

• 401k Plan

• Generous Paid Time Off (PTO)