LivIT Classified Service Desk Technician - ACTIVE SECURITY CLEARANCE REQUIRED

Were looking for a Classified Service Desk Technician. You will be a member of the LivIT Classified Service Desk Team providing tier one support for classified systems access incidents and requests in support of LLNL classified networks. This position is in the Information Technology Operations (ITO) Division in the Computing Directorate.

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 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 Classified Service Desk.
• Create document escalate and track concise tickets through ServiceNow.
• 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 Classified 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 tending issues that are affecting the Service Desk and report to the appropriate service providers and/or management including scripting repetitive tasks to help improve call duration wait times.

Qualifications :

• This position requires an active Department of Energy (DOE) Qlevel clearance or active Top Secret clearance issued by another U.S. government agency at the time of hire.
• 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.
• Proficiency and experience with the Windows and or Linux Operating systems.
• Experience troubleshooting analyzing and resolving moderately complex IT problems with a focus on details to ensure followthrough to assure 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 and courtesy and patience.
• Strong active listening typing and documentation skills and specifically the ability to type by touch.

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 create step by step directions for repetitive tasks to help improve call duration and wait times.

Qualifications We Desire

• Experience using the ServiceNow (or similar) ticket management tool as well as writing knowledge base articles in ServiceNow.
• Experience working at a service desk and/or call center.
• Intermediate knowledge of and experience with account management systems (e.g. Active Directory Multifactor authentication) as well as understanding of classified network policies and procedures.

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 an active Department of Energy (DOE) Qlevel clearance or active Top Secret clearance issued by another U.S. government agency at time of hire. 

  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.

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  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