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 fast-paced 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 full-time on-site 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 walk-ins emails and self-service 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 multi-task.
- 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 how-to 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 Q-level 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 follow-through 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 rapport-building good written and verbal communication skills with the ability to communicate with individuals with all levels of technical and non-technical 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 :
#LI-Onsite
Position Information
This is a Career Indefinite position. Lab employees may be considered for this position.
Security Clearance
This position requires a Department of Energy (DOE) Q-level 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. Q-level clearance requires U.S. citizenship.
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.
Equal Employment Opportunity
We are an equal opportunity employer that is committed to providing all with a work environment free of discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race color religion marital status national origin ancestry sex sexual orientation gender identity disability medical condition pregnancy protected veteran status age citizenship or any other characteristic protected by applicable laws.
Reasonable Accommodation
Our goal is to create an accessible and inclusive experience for all candidates applying and interviewing at the Laboratory. If you need a reasonable accommodation during the application or the recruiting process please use our online form to submit a request.
California Privacy Notice
The California Consumer Privacy Act (CCPA) grants privacy rights to all California residents. The law also entitles job applicants employees and non-employee workers to be notified of what personal information LLNL collects and for what purpose. The Employee Privacy Notice can be accessed here.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
