Technical Support Specialist (Contractor)

Company Overview

Zeno Power is the leading developer of nuclear batteries – compact power systems that provide reliable, clean energy in frontier environments. By harnessing the heat from radioisotopes, Zeno’s batteries power critical missions on Earth, in space, and at sea. To bring this technology to market by 2027, Zeno is seeking out purpose-driven and innovative professionals who are comfortable working in a startup environment. Team members will have a direct impact in enabling commercial and national security missions from the depths of our oceans, to the surface of the moon, and in austere environments here on Earth. Zeno is proud to be an Equal Opportunity Employer and is committed to attracting, retaining, and developing a highly qualified, diverse, and dedicated work force. 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.

Technical Support Specialist (Contractor)

Zeno is seeking a highly motivated Technical Support Specialist (Contractor) to support Zeno's operations, including responsibility for consistent operation of technology systems and solutions with the primary task of maintaining 24x7 operations of technology systems. In addition, this individual is tasked with troubleshooting and responding to issues as they arise and will collaborate with other team members as needed to drive resolution. The TSS will have a high degree of ownership over issues, incidents, and solutions driving them to satisfactory resolutions or completion. 

The Technical Support Specialist role is responsible for client engineering and service desk support. This role will: 

• Serve as the first point of contact for walk-up, Teams, email, and ticket-based requests.
• Triage, prioritize, and resolve common issues or escalate to the TSE according to defined procedures.
• Execute onboarding and offboarding checklists: device setup and handoff, hardware reclaim, device wipe/return, and assigning or reclaiming licenses.
• Troubleshoot Microsoft 365 GCC High applications (Outlook, Teams, OneDrive, SharePoint, and Office) on Windows and macOS, plus docks, monitors, peripherals, and iOS/Android devices.
• Confirm devices are enrolled, compliant, encrypted, and current on updates and validate that all approved software from the Company Portal is available.
• Escalate non-standard software and endpoint patching or vulnerability remediation to the TSE.
• Maintain accurate hardware asset records and coordinate RMAs and warranty repairs with vendors.
• Set up and support conference rooms (Teams Rooms, displays, cameras, and audio) and support printing services and equipment.
• Verify identity before any account change, and report suspected phishing, lost or stolen devices, and security incidents immediately.
• Create and update knowledge base articles and how-to guides, and assist with new-hire IT orientation.

Key Qualifications and Skills 

• 1-3 years of IT help desk, service desk, or desktop support experience, or an equivalent combination of education, training, and experience.
• Hands-on support of Windows 10/11 and macOS, with working knowledge of iOS and Android.
• Working knowledge of Microsoft 365 (Outlook, Teams, OneDrive, and SharePoint) and basic user administration in Entra ID and Active Directory.
• Experience working tickets in an ITSM tool (Jira Service Management Data Center or Cloud preferred; ServiceNow or similar accepted).
• Basic networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi, and cable management).
• Strong customer service and written and verbal communication skills, including explaining technical issues to non-technical staff and executives.
• Discretion, good judgment, and comfort following strict procedures in a regulated environment.
• Exposure to Microsoft Intune, Windows Autopilot, and Microsoft Defender for Endpoint.
• Experience in a Microsoft 365 GCC High, CMMC, NIST SP 800-171, or ITAR environment.
• Experience supporting Microsoft Teams Rooms or conference room AV.
• CompTIA A+, Network+, or Security+; Microsoft MD-102 or MS-900; ITIL 4 Foundation.

Job Functions

• Position requires in-office presence in Seattle (South Lake Union) on Tuesdays, Wednesdays, and Thursdays, remote work is optional on Mondays and Fridays
• Travel: Travel is required, <10%
• 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 15 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
• Contract Duration: 6 months 

Compensation  

The anticipated hourly rate for this position is $35-45/hr. The final pay-rate will be determined by various factors such as a candidate's relevant work experience, years of relevant experience, skills, qualifications, certifications, and other business considerations. 

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. Specific vision abilities required by this position include close vision, distance vision, peripheral vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

Export Control

Applicants for employment at Zeno Power must be a U.S. person. The term “U.S. Person” means (i) a U.S citizen or U.S. national; or (ii) any natural person who is a U.S. Lawful Permanent Resident (i.e., holds a Green Card), as defined by 8 U.S.C. 1101(a)(20) or as a “protected individual” defined by 8 U.S.C. 1324b(a)(3) (i.e., admitted as a refugee or is granted asylum).