IT Help Desk Technician
IT Help Desk Technician
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1 Vacancy
Job Description
Were looking for an IT Help Desk Technician to provide Tier 1 desktop support in a demanding and fastpaced environment. You will provide support for a comprehensive range of complex IT services including troubleshooting and resolving customer issues and requests documenting all service calls and solutions and researching and troubleshooting hardware and software related issues. This position is in the Information Technology Operations (ITO) Division within Computing and matrixed to the Global Security Directorate (GS) working within Field Intelligence Element (FIE) Operations.
This position requires fulltime onsite presence due to the nature of the work.
This position will be filled at either level based on knowledge and related experience as assessed by the hiring team. Additional job responsibilities (outlined below) will be assigned if hired at the higher level.
You will
- Provide technical assistance and support to the user community by answering calls walkins emails and selfservice requests for Windows operating systems and the core operating environment including but not limited to Microsoft Office Active Directory Multifactor Authentication Services remote access encryption software and PKI certificates.
- Provide effective and efficient customer service and support with the ability to multitask.
- Provide general technical guidance to the local users in support of all IT services supported by the FIE Help Desk.
- Create document escalate and track concise tickets through SolarWinds.
- Write technical articles solutions and howto documentation for support and end users.
- Maintain appropriate technology computer security and safety training.
- Assist with testing and piloting new IT services and tools.
- Perform other duties as assigned.
Additional job responsibilities at the 525.3 level
- Provide advanced technical analysis and troubleshooting skills attention to detail and consistent resolution of IT problems.
- Identify analyze and document trending issues that are affecting the FIE Help Desk and report to the appropriate management including scripting repetitive tasks to help improve wait times.
- Develop modify or utilize advanced work methods to support Windows and Linux operating systems the core operating environment Microsoft Office and encryption tools.
Qualifications :
- Ability to secure and maintain a U.S. DOE Qlevel security clearance which requires U.S. citizenship.
- Associates degree in a Computer or Engineering related field or the equivalent combination of education technical training and related experience.
- Experience working with customers addressing issues and managing customer concerns and requests over the phone and/or in person.
- Demonstrated proficiency and experience with the Windows operating system.
- Experience troubleshooting analyzing and resolving moderately complex IT problems with a focus on details to ensure followthrough to ensure problems are resolved.
- Experience writing technical solutions and commercial knowledgebase articles.
- Ability to achieve and maintain a high level of technical proficiency.
- Experience and knowledge of the skills needed for a customer support role to include a focus on listening rapportbuilding good written and verbal communication skills with the ability to communicate with individuals with all levels of technical and nontechnical skill sets friendly and approachable nature courtesy and patience.
- Strong active listening typing and documentation skills.
Additional qualifications at the 525.3 level
- Ability to identify and document trending and/or systemic issues and consider/propose resolutions to the responsible service providers.
- Advanced analytical and troubleshooting skills attention to detail and consistent resolution of IT problems.
- Ability to script repetitive tasks to help improve wait times.
Qualifications We Desire
- Experience using the SolarWinds (or similar) ticket management tool.
- Experience working at a service desk and/or call center.
- Experience supporting Unix or Linux.
Additional Information :
#LIOnsite
Position Information
This is a Career Indefinite position open to Lab employees and external candidates.
Why Lawrence Livermore National Laboratory
- Included in 2025 Best Places to Work by Glassdoor!
- Flexible Benefits Package
- 401(k)
- Relocation Assistance
- Education Reimbursement Program
- Flexible schedules *depending on project needs)
- Our values visit Clearance
This position requires a Department of Energy (DOE) Qlevel clearance. Also you must have the ability to obtain and maintain Sensitive Compartmented Information (SCI) access. If you are selected we will initiate a Federal background investigation to determine if you meet eligibility requirements for access to classified information or matter. Also all L or Q cleared employees are subject to random drug testing. Qlevel clearance requires U.S. citizenship.
PreEmployment Drug Test
External applicant(s) selected for this position must pass a postoffer preemployment drug test. This includes testing for use of as Federal Law applies to us as a Federal Contractor.
Wireless and Medical Devices
Per the Department of Energy (DOE) Lawrence Livermore National Laboratory must meet certain restrictions with the use and/or possession of mobile devices in Limited Areas. Depending on your job duties you may be required to work in a Limited Area where you are not permitted to have a personal and/or laboratory mobile device in your possession. This includes but not limited to cell phones tablets fitness devices wireless headphones and other Bluetooth/wireless enabled devices.
If you use a medical device which pairs with a mobile device you must still follow the rules concerning the mobile device in individual sections within Limited Areas. Sensitive Compartmented Information Facilities require separate approval. Hearing aids without wireless capabilities or wireless that has been disabled are allowed in Limited Areas Secure Space and Transit/Buffer Space within buildings.
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Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
