Application Help Desk Support Specialist

We are seeking a proactive and skilled Application Help Desk Support Specialist to support and evolve our IT services beyond basic help desk operations. This individual will play a key role in ensuring high-quality service delivery by handling escalated support issues contributing to continuous improvement efforts and supporting ITSM processes like incident problem and change management. This role is ideal for those ready to go beyond ticket resolution employees who want to improve how services are delivered and make a meaningful impact on team performance and user experience. Selected candidates will possess exceptional skills and professionalism in IT service management and will serve as an ambassador of LLNL to our partners across the Nuclear Security Enterprise. This position will support both our Strategic Deterrence program and the PRIDE Program. This position is in the EAS Division in the Computing Directorate.

This position offers a hybrid schedule blending in-person and virtual presence. You will have the flexibility to work from home one or more days per week. 

This position will be filled at either the E03.2 or E03.3 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.

In this role you will

• Make decisions regarding non-routine end-user technical problems and escalate them to the appropriate Tier 2 and infrastructure teams for complex or unresolved issues.
• Collaborate on change-management efforts including reviewing documenting and implementing changes in production environments.
• Contribute to knowledge base articles process documentation and standard operating procedures.
• Assist in monitoring service levels ensuring SLAs are met and recommending improvements to service workflows.
• Participate in service reviews and contribute to continual service improvement initiatives.
• Work with ITSM tools (e.g. ServiceNow) to manage tickets monitor metrics and ensure data quality.
• Provide input into service catalog updates and help onboard new services into support.

 Additional job responsibilities at the E03.3 level

• Analyze incident trends identify recurring problems and propose or implement root cause solutions.
• Respond to and resolve Tier 2 support requests across a range of software and application technologies.
• Escalate and coordinate with Tier 3 and infrastructure teams for complex or unresolved issues.

Qualifications :

• Ability to obtain and maintain a US DOE Q-level security clearance which requires U.S. Citizenship. 
• Associates Degree in related business field or equivalent combination of technical training and experience. (please add the education needed for this role)
• Experience with ServiceNow modules including incident problem or change request modules.
• Strong knowledge of ITSM/ITIL practices and a service-oriented mindset.
• Experience in troubleshooting technical issues across software hardware networks and enterprise systems.
• Experience in writing technical documentation.
• Familiarity with SLAs service catalogs and knowledge management practices.
• Demonstrated strong decision-making and problem-solving skills necessary to resolve end-user technical problems.
• Proficient interpersonal skills necessary to effectively collaborate as part of a cohesive team working with multiple customers and organizations simultaneously with time constraints.
• Proficient written and verbal communication skills necessary to effectively prepare present and explain technical information to others.

 Additional qualifications at the E03.3 level

• Bachelors Degree in related business field or equivalent combination of technical training and education or professional certification in business/computer relevant field.
• Significant experience creating or modifying ServiceNow forms workflows business rules or reports.
• Advanced knowledge of or general experience in building or improving small-scale automations or self-service options within ServiceNow or other platforms (e.g. using Confluence Flow Designer low-code tools Power Automate).
• Significant experience with integrations between ServiceNow and other systems.
• Familiarity with Agile or DevOps environments.
• Advanced in service transition or deployment projects.
• Exposure to automation or scripting (Javascript Python etc.).
• Significant experience with Earned Value Management Systems.

Qualifications we desire

• ITIL Foundation certification (or ability to earn within 6 months).
• Ability and desire to mentor and grow ITSM team.
• Experience working with classified systems.
• Experience in collaborating with product and data owners to conduct annual audits.
• Active Q clearance.

Additional Information :

#LI-Hybrid

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) Q-level clearance.  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.  Q-level clearance requires U.S. citizenship. 

  Pre-Employment Drug Test

  External applicant(s) selected for this position must pass a post-offer pre-employment drug test. This includes testing for use of marijuana 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.  

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  Remote Work :

  No

  
  

  Employment Type :

  Full-time