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 ensuring timely resolution 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 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. 

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.