IT HELP DESK SPECIALIST

Trident Seafoods is the largest vertically integrated seafood harvesting and processing company in North America. Trident is a privately held, 100 percent USA-owned company with primary seafood processing operations and fleet support in twelve Alaska communities. Trident's global operations produce finished wild Alaska seafood products in 6 countries and its sales teams serve customers in over 50 countries. Trident employs approximately 9,000 people worldwide each year and partners with over 5,400 independent fishermen and crewmembers. Species harvested and processed by Trident include virtually every commercial species of salmon, whitefish, and crab harvested in the North Pacific and Alaska. The global supply chain also includes cultured and wild species from a network of trusted sources worldwide.

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 ensuringtimelyresolution of user problems. This role supports both onsite and remote employees and contributes to continuous improvement of IT support processes.

Essential functions (responsibilities, tasks, supervisory needs)

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 andidentifiesroot causes of recurring incidents, escalating complex or high impact issues to senior staff oradditionalteams when necessary.
• Logs, tracks, anddocumentsall tickets in Ivanti with clear, complete, andaccurateinformation 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 andmaintainstechnical 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,participatein team collaboration, andassistwith deployments.

Additional Responsibilities:

• 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.

The essential functions listed above are not exhaustive.The organization may assign other duties as needed to meet business requirements.

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.

Travel/On-CallRequirements:

Ability to travel to Trident locations in Alaska, Washington, and Oregon asrequired (5-10%).

RequiredQualifications: (Education, Years of Experience,Certifications)

• 2-4 years of hands on technical support/help desk experience in a corporate or enterprise environment.
• Proficiencyin 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 whilemaintainingSLA compliance.
• Experience performing root-cause analysis withappropriate escalationpaths.
• Experience creating andmaintainingtechnical documentation and end user guides.

PreferredEducation & Experiences:

• 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 O36 Administration, Microsoft Exchange, MicrosoftEndpoint Manager (Intune, SCCM), RSAT for Windows, Microsoft OneDrive/SharePoint, Microsoft Exchange, Ivanti Service Desk Manager, F5 VPN, Smartsheet, SAP.
• Spanish speaking skills.

Knowledge, Skills, and Abilities(KSAs):

• Ability to troubleshoot effectively using logical, methodical problem-solving inenvironments with limited standardization.
• Strong customer service and interpersonal skills.
• Ability to work under time pressure while managing multiple priorities.
• Ability to work effectively in onsite, face to face support environments and collaborate with cross functional teams.
• Demonstrated commitment to continuous learning.
• Excellent communication skills with the ability to translate technical issues into clear, user-friendly explanations.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Proficient in Spanish.

Work Environment

This is an on-site position based at the Trident Support Center office in Seattle's Ballard neighborhood, with the option to work remotely on Fridays.

In-office time takes place in a typical office environment: temperature controlled with adequate lighting and moderate noise. While remote, employees must provide appropriate home office space.

Occasional work in remote or production environments may be expected.

Physical/Mental demands:

While performing the duties of this Job, the employee is regularly required to sit for long periods of time at a desk. Frequently required to finger, handle, or feel and reach with hands and arms. The employee is frequently required to talk or hear. The employee will occasionally stand, walk, and may lift and/or move computer equipment up to 50 pounds. Specific vision abilities required by this job include near vision for frequent use of a computer.

Work Authorization

This position is not eligible for immigration sponsorship.