What are the responsibilities and job description for the Help Desk Technician position at Janicki Industries?
At Janicki Industries, we turn complex ideas into real-world solutions through advanced engineering and manufacturing. Our teams design and build innovative structures, tooling, and systems that support industries including aerospace, space, defense, marine, and architecture.
Across every role, from engineers and technicians to operations and support teams, our people help solve challenging problems, push the limits of design and manufacturing, and create solutions that make a lasting impact.
Department Summary
Janicki’s Washington IT Help Desk supports employees across Janicki’s Washington facilities by providing front-line technical support for computers, phones, printers, applications, audio-visual equipment, user workstations, and other workplace technology. The team helps keep office, engineering, and manufacturing operations running by responding to support requests, troubleshooting hardware and software issues, coordinating with other IT teams, supporting workstation setup and moves, and maintaining accurate support documentation. This role may provide assistance at multiple Washington locations and help ensure employees receive timely, professional, and effective technology support.
Roles and Responsibilities
- Responds to telephone, email, online, and in-person requests for technical support
- Identifies, researches, and resolves technical problems of moderate complexity
- Installs, troubleshoots, and repairs computer systems and computer equipment
- Documents, tracks, and monitors work using applicable systems and tools
- Coordinates with other teams or departments to resolve user problems
- Helps move computer equipment and set up new computer stations
- Travels to various Janicki locations to provide on-site assistance as needed
- May train, coach, and assist less experienced team members
- Assists others with server and networking hardware installs
The Help Desk Technician has three levels of competency to be determined by performance, certifications, and supervisor discretion:
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LEVEL I: |
LEVEL II: |
LEVEL III: |
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Basic understanding of computer networking and security No experience with Janicki systems Follows technical documentation and can make simple edits Operates software install and remote deployment tools Eager to expand technical capabilities Eager to learn and apply our preferred processes and solutions |
Intermediate understanding of computer networking and security Some experience with Janicki systems Able to create and update technical documentation Modifies existing software solutions to meet new needs Helps train newer teammates while continuing to learn Identifies potential follow-up tasks while resolving issues and helps resolve them |
Intermediate understanding of computer networking and security Familiar with most Janicki systems and their owners Creates documentation with a company-wide audience Trusted to help manage existing software tools as needed Able to take the lead while training newer teammates Proactively identifies opportunities for improvement in the computing environment; may lead projects to resolve |
Basic Qualifications
Due to ITAR and EAR regulations, applicants must be a U.S. Citizen or Legal Permanent Resident as defined by 8 U.S.C. 1324b(a)(3).
- High school diploma or GED required
- Ability to read, interpret, and follow blueprints, isometric drawings, work orders, written procedures, and other technical documentation
- Ability to read and interpret drawings, follow process instructions, and monitor machine controllers
- Consistent attention to detail and commitment to high-quality work
- Effective verbal and written communication skills in English
Preferred Qualifications
- Associate degree in Information Technology, Computer Science, or a related field preferred
- Bachelor’s degree in Information Technology, Computer Science, or a related field preferred
- A certification, Network certification, Microsoft certification, or equivalent technical training preferred
- Experience supporting Windows operating systems, Microsoft Office applications, PC hardware, printers, phones, and common end-user technology preferred
- Basic understanding of computer networking, account access, endpoint security, and IT support best practices preferred
- Experience using ticketing systems, remote support tools, software deployment tools, or endpoint management tools preferred
- Experience creating or maintaining technical documentation, knowledge base articles, or user support guides preferred
- Previous experience providing IT support in a manufacturing, engineering, aerospace, defense, or multi-site business environment preferred
- Ability to provide excellent professional customer service, communicate technical information clearly to non-technical users, and manage multiple priorities in a fast-paced environment preferred
Detailed Wage Information
Wage range for this role is between $20-$40, plus benefits and eligibility for a discretionary bonus. Employees can also receive additional pay for off-shifts, off-site work and access assignments. The range provided is Janicki's estimate of the base compensation for this role. Actual amount offered will be based on job-related and non-discriminatory factors such as experience, location, education, training, skills and abilities.
Shift Availability
Day Shift: Monday-Friday, 08:00-16:30
Benefits
- Medical, Dental, and Vision insurance with employer contribution
- Disability insurance as well as Life/AD&D insurance
- HSA (Health Savings Account) with employer contribution and FSA (Flexible Savings Account)
- 401(k) with employer matching
- Paid time off and paid holidays (including two floating holidays)
- Education reimbursement program
Not sure that you’ll be the perfect fit for this role? You should still apply! We’ll review your application for other opportunities. We are always on the lookout for talented people!
By applying for this job, you are expressing interest in this position and could be considered for other career opportunities where similar skills and requirements have been identified as a match. Should this match be identified, you may be contacted for this and future openings.
Janicki Industries is an Equal Opportunity Employer. Janicki Industries does not discriminate on the basis of race, color, religion, sex, national origin, sexual orientation, marital or familial status, physical or mental disability, genetic information, age, retaliation, veteran/military service status, or any other legally protected status. Janicki is proud to be a military friendly employer.
Applicants or employees wishing to view a copy of Janicki Industries’ Affirmative Action Plan for veterans and individuals with disabilities, or applicants requiring reasonable accommodation to the application/interview process should notify the Human Resources Department at (360) 404-1997.
As a federal government contractor and a recipient of federal funding, Janicki is required to abide by federal drug testing requirements (including preemployment drug testing for cannabis). Additionally, because of Janicki’s work on aerospace products and the high volume of safety sensitive positions, Janicki takes the safety of its employees very seriously and requires that employees pass a preemployment drug test prior to starting employment.
Salary : $20 - $40