It Help Desk Specialist

Summary

The IT Help Desk Specialist provides Tier 1–2 technical support to Trident Seafoods employees by responding to service requests, troubleshooting hardware and software issues, documenting work in the Ivanti Service Desk platform, and ensuring timely resolution of user problems. This role supports both onsite and remote employees and contributes to continuous improvement of IT support processes.

Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

• Responds promptly to support requests received via phone, voicemail, email, in person contact, and the Ivanti Service Desk system.
• Troubleshoots and resolves technical issues involving desktops, laptops, mobile devices, printers, corporate applications, access issues, and network connectivity.
• Analyzes and identifies root causes of recurring incidents, escalating complex or high impact issues to senior staff or additional teams when necessary.
• Logs, tracks, and documents all tickets in Ivanti with clear, complete, and accurate information from intake through resolution.
• Evaluates incident trends and recommends process or documentation changes to reduce support volume and improve user experience.
• Collaborates with supervisors to communicate common technical issues and propose workflow or procedural improvements.
• Develops and maintains technical documentation, including user instructions, guides, onboarding materials, and knowledge base articles.
• Supports training initiatives by preparing materials and assisting with end‑user education on new or existing technologies.
• Maintains current knowledge of Trident systems, emerging technologies, and IT best practices.
• Works onsite regularly to support walk‑up requests, troubleshoot equipment, participate in team collaboration, and assist with deployments.

• Travels to Trident Seafoods locations across Alaska, Washington, and Oregon as needed (5–10%) for onsite support, hardware deployment, or project work.
• Performs other related duties as assigned to support IT operations and business needs.

This is a non‑exempt position with an hourly pay rate range of $31 to $33 per hour. Trident Seafoods offers a comprehensive and quality benefits package. Full‑time employees may be eligible for discretionary/performance‑based incentives, medical, dental and vision insurance plans, optional HRA/HSA, telemedicine, employee assistance and wellness programs, long‑term disability, basic life and AD&D, and 401(k) with a company match, paid time off, 10 paid holidays each year, and paid parental leave.

For full‑time employees, the initial paid time off benefit starts at 20 days per year, adjusted commensurate with relevant experience. Commuter and transit programs are also available.

• 2–4 years of hands‑on technical support/help desk experience in a corporate or enterprise environment.
• Proficiency in Windows OS, Microsoft 365 applications, user access administration, VPN troubleshooting, and general enterprise productivity tools.
• Experience using Ivanti Service Desk or a similar enterprise ticketing system, including creating, updating, documenting, and closing tickets.
• Strong troubleshooting skills in desktop, laptop, and peripheral hardware; printers, docking stations, and end‑user devices; network connectivity and authentication; mobile device setup/support.
• Ability to prioritize, organize, and manage multiple requests across various intake channels while maintaining SLA compliance.
• Experience performing root‑cause analysis with appropriate escalation paths.
• Experience creating and maintaining technical documentation and end‑user guides.

• AA/AS/BA degree in IT or related field, or equivalent experience.
• Certifications such as CompTIA A+, MCP, or similar.
• Experience supporting enterprise systems, SaaS platforms, and mobile device management tools, including but not limited to Microsoft Azure (Entra) administration, Microsoft O365 Administration, Microsoft Exchange, Microsoft Endpoint Manager (Intune, SCCM), RSAT for Windows, Microsoft One Drive/SharePoint,…