Los Alamos National Laboratory IT Customer Support Specialist 3 in Los Alamos, New Mexico

What You Will Do

XIT Division is seeking an energetic and customer-focused IT Customer Support Specialist (ITCSS) for the XIT Technical Services and Solutions (XIT-TSS) group. XIT-TSS consists of approximately 70 professionals, technicians, contractors and students. The ITCSS will perform an array of duties provided at an EasyIT storefront at TA-3, TA-55, or around the Laboratory.

IT Customer Support Specialist 3 (ITCSS-3) ($60,400 - $95,900)

The successful candidate will perform the full spectrum of IT and non-IT related tasks:

  • Computer hardware and accessory sales

  • One-on-one customer support

  • Support desktop systems on the unclassified network

  • TicketMaster role and responsibilities

  • Resolve issues or fulfill requests through remote desktop support

  • Troubleshoot issues through on-site field support

  • Install, configure and troubleshoot desktop, or mobile systems, workstations, and network issues, including wireless and role-based access control in a heterogeneous environment

  • Set up and install hardware and software

What You Need

Minimum Job Requirements:

  • Proven ability to build and deploy Mac, Windows and Linux desktop and laptop computers

  • Demonstrated experience of Windows, Mac, and or Linux desktop administration

  • Experience solving software and hardware issues

  • Significant experience using a call tracking system including using it to resolve user issues

  • Extensive experience interacting with customers and peers in a professional and responsive manner

  • Experience writing documentation

  • Proven ability to keep appointments and project timelines

  • Ability to work alone when needed

Desired Skills

  • Advanced vendor certification (Apple or Microsoft)

  • Experience troubleshooting problems using Bomgar, SCCM Remote, or similar desktop automation systems to remotely administer systems

  • Experience implementing network security measures

  • Experience with time management techniques and methodologies

  • Attention to detail

Education:Position typically requires a bachelor’s degree and a minimum eight years of related experience, or an equivalent combination of education and experience. At this level, post graduate course work may be desirable.

Notes to Applicants

In addition to your resume, please provide a comprehensive cover letter that details how you meet the qualifications for this position.

Additional Details:

Clearance: Q (Position will be cleared to this level). Applicants selected will be subject to a Federal background investigation and must meet eligibility requirements* for access to classified matter.

*Eligibility requirements: To obtain a clearance, an individual must be at least 18 years of age; U.S. citizenship is required except in very limited circumstances. See DOE Order 472.2 for additional information.

New-Employment Drug Test: The Laboratory requires successful applicants to complete a new-employment drug test and maintains a substance abuse policy that includes random drug testing.

Regular position: Term status Laboratory employees applying for regular-status positions are converted to regular status.

Internal Applicants:Please refer to Laboratory policy P701 for applicant eligibility.

Equal Opportunity:

Los Alamos National Laboratory is an equal opportunity employer and supports a diverse and inclusive workforce. All employment practices are based on qualification and merit, without regards to race, color, national origin, ancestry, religion, age, sex, gender identity, sexual orientation or preference, marital status or spousal affiliation, physical or mental disability, medical conditions, pregnancy, status as a protected veteran, genetic information, or citizenship within the limits imposed by federal laws and regulations. The Laboratory is also committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request such an accommodation, please send an email to applyhelp@lanl.gov or call 1-505-665-4444 option 1.

Where You Will Work

Located in the beautiful mountains of northern New Mexico near Santa Fe, Los Alamos National Laboratory (LANL) is a multidisciplinary research institution engaged in strategic science on behalf of national security. LANL enhances national security by ensuring the safety and reliability of the U.S. nuclear stockpile, developing technologies to reduce threats from weapons of mass destruction, and solving problems related to energy, environment, infrastructure, health, and global security concerns.

Our employees are our greatest asset, which is why we provide a comprehensive benefits package that offers health coverage for you and your eligible family members today and retirement plans for a brighter tomorrow. A healthy workforce is paramount to a successful organization. We offer an incentivized wellness plan and preventive care to encourage and reward good basic health choices. Also, for your financial wellness, we provide a tax-deferred 401(k) retirement plan, with a company match and service based contribution.

The XIT (eXperience IT) Division is responsible for the desktop and server support for computing environments at the Laboratory. The division is organized around field support groups that are focused on supporting unclassified and classified programmatic and mission support needs, and a technical services group that provides the enterprise level configuration management services for these computing environments. These enterprise level services include cyber security support, online software application acquisition and updates, desktop and laptop provisioning, and media services.

Maximum Salary: 95900

Minimum Salary: 60400

Location: Los Alamos, NM, US

Organization Name: XIT-TSS/ Technology Services & Solutions

Job Title: IT Customer Support Specialist 3

Appointment Type: Regular

Req ID: IRC66558