Los Alamos National Security LLC
IT Customer Support Specialist 1/2
Los Alamos National Security LLC, Los Alamos, New Mexico, us, 87545
What You Will Do
This position will be filled at either the IT Customer Support Specialist 1/2 level, depending on the skills of the selected candidate. Additional job responsibilities (outlined below) will be assigned if the candidate is hired at the higher level.
Los Alamos National Laboratory (LANL) is seeking a highly skilled and customer-focused IT professional to join our team in a critical support role. You will be supporting our accounts office in issuance of credentials for network access. As an IT Customer Support Specialist, you will serve as a primary point of contact for users experiencing technical issues related to authentication and access on LANL networks. This is a customer-facing position that requires strong communication skills, technical expertise, and a commitment to delivering exceptional service in support of the Laboratory's mission.
IT Customer Support Specialist $53,700 - $82,500
Provide front-line support for user authentication issues, including login problems, credential management, and access to LANL systems.
Deliver timely resolution of technical problems or treat escalated issues to appropriate technical teams.
Maintain clear and consistent communication with customers, including case status updates and resolution timelines.
Generate and distribute weekly reports on machine usage statistics to management and end-users.
Develop and maintain strong working relationships with internal customers to ensure high levels of satisfaction.
Create, document, and implement standard operating procedures and customer service guidelines for remote IT support.
Apply broad technical experience and professional judgment to resolve complex issues creatively and effectively.
IT Customer Support Specialist $64,700 - $101,400 In addition to what was outlined at the lower level, at this level you will:
Operate with minimal supervision and may coordinate the activities of other support personnel.
Exercise significant latitude in determining objectives and methods for new assignments.
What You Need Minimum Job Requirements:
Demonstrated experience in customer-facing IT support roles, particularly in authentication and access management.
Strong problem-solving skills and the ability to work independently in a fast-paced environment.
Excellent written and verbal communication skills.
Experience with documenting procedures and generating technical reports.
Proven ability to manage multiple priorities and provide timely updates to stakeholders.
Additional Job Requirements for IT Customer Support Specialist 2
Intermediate computer and application literacy (Microsoft Office, Collaboration & Communication tools and File Management).
Operate with minimal supervision and may coordinate the activities of other support personnel.
Experience with incident management systems and applications.
Education/Experience at lower level:
Position requires a High School diploma or equivalent and two years of related experience, or an equivalent combination of education and experience directly related to the occupation.
Education/Experience at higher level:
Position requires a Bachelor's Degree and 2 years of related experience; or, an equivalent combination of education and experience directly related to the occupation.
Desired Qualifications
This position requires the ability to obtain and maintain a DOE Q clearance, which may include a background investigation and other security requirements.
Proven experience working in a customer-facing environment, delivering clear communication, problem resolution, and positive customer experiences.
Essential Job Functions
(can perform with or without reasonable accommodation): Drive a vehicle, lift up to 20 pounds, bend, move.
Work Location The work location for this position is onsite and located in Los Alamos, NM. All work locations are at the discretion of management.
Position Commitment Regular appointment employees are required to serve a period of continuous service in their current position in order to be eligible to apply for posted jobs throughout the Laboratory. If an employee has not served the time required, they may only apply for Laboratory jobs with the documented approval of their Division Leader. The position commitment for this position is 1 Year.
Note to Applicants This position is 100% onsite in Los Alamos, NM.
Where You Will Work Located in beautiful northern New Mexico, Los Alamos National Laboratory (LANL) is a multidisciplinary research institution engaged in strategic science on behalf of national security. Our generous benefits package includes:
PPO or High Deductible medical insurance with the same large nationwide network
Dental and vision insurance
Free basic life and disability insurance
Paid maternity and parental leave
Award-winning 401(k) (6% matching plus 3.5% annually)
Learning opportunities and tuition assistance
Flexible schedules and time off (paid sick, vacation, and holidays)
Onsite gyms and wellness programs
Extensive relocation packages (outside a 50 mile radius)
Additional Details Directive 206.2 - Employment with Triad requires a favorable decision by NNSA indicating employee is suitable under NNSA Supplemental Directive 206.2. Please note that this requirement applies only to citizens of the United States. Foreign nationals are subject to a similar requirement under DOE Order 142.3A.
Clearance: Q Position will be cleared to this level. Selected applicants will be subject to a background investigation conducted by or on behalf of the Federal Government, and must meet eligibility requirements* for access to classified matter. This position requires a Q clearance and obtaining such clearance requires US Citizenship except in extremely rare circumstances. Dependent upon the position, additional authorization to access classified information may be required, which may or may not be available to dual citizens. Receipt of a Q clearance and additional access authorization ultimately is a decision of the Federal Government and not of Triad. *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. Although New Mexico and other states have legalized the use of marijuana, use and possession of marijuana remain illegal under federal law. A positive drug test for marijuana will result in termination of employment, even if the use was pre-offer.
Regular Position Term status: Laboratory employees applying for regular-status positions are converted to regular status.
Internal Applicants Regular appointment employees who have served the required period of continuous service in their current position are eligible to apply for posted jobs throughout the Laboratory. If an employee has not served the required period of continuous service, they may only apply for Laboratory jobs with the documented approval of their Division Leader. Please refer to Policy P701 for applicant eligibility requirements.
Equal Opportunity Los Alamos National Laboratory is an equal opportunity employer. All employment practices are based on qualification and merit, without regard to protected categories such as race, color, national origin, ancestry, religion, age, sex, gender identity, sexual orientation, 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, state, and local 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 (505)-664-6947.
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Los Alamos National Laboratory (LANL) is seeking a highly skilled and customer-focused IT professional to join our team in a critical support role. You will be supporting our accounts office in issuance of credentials for network access. As an IT Customer Support Specialist, you will serve as a primary point of contact for users experiencing technical issues related to authentication and access on LANL networks. This is a customer-facing position that requires strong communication skills, technical expertise, and a commitment to delivering exceptional service in support of the Laboratory's mission.
IT Customer Support Specialist $53,700 - $82,500
Provide front-line support for user authentication issues, including login problems, credential management, and access to LANL systems.
Deliver timely resolution of technical problems or treat escalated issues to appropriate technical teams.
Maintain clear and consistent communication with customers, including case status updates and resolution timelines.
Generate and distribute weekly reports on machine usage statistics to management and end-users.
Develop and maintain strong working relationships with internal customers to ensure high levels of satisfaction.
Create, document, and implement standard operating procedures and customer service guidelines for remote IT support.
Apply broad technical experience and professional judgment to resolve complex issues creatively and effectively.
IT Customer Support Specialist $64,700 - $101,400 In addition to what was outlined at the lower level, at this level you will:
Operate with minimal supervision and may coordinate the activities of other support personnel.
Exercise significant latitude in determining objectives and methods for new assignments.
What You Need Minimum Job Requirements:
Demonstrated experience in customer-facing IT support roles, particularly in authentication and access management.
Strong problem-solving skills and the ability to work independently in a fast-paced environment.
Excellent written and verbal communication skills.
Experience with documenting procedures and generating technical reports.
Proven ability to manage multiple priorities and provide timely updates to stakeholders.
Additional Job Requirements for IT Customer Support Specialist 2
Intermediate computer and application literacy (Microsoft Office, Collaboration & Communication tools and File Management).
Operate with minimal supervision and may coordinate the activities of other support personnel.
Experience with incident management systems and applications.
Education/Experience at lower level:
Position requires a High School diploma or equivalent and two years of related experience, or an equivalent combination of education and experience directly related to the occupation.
Education/Experience at higher level:
Position requires a Bachelor's Degree and 2 years of related experience; or, an equivalent combination of education and experience directly related to the occupation.
Desired Qualifications
This position requires the ability to obtain and maintain a DOE Q clearance, which may include a background investigation and other security requirements.
Proven experience working in a customer-facing environment, delivering clear communication, problem resolution, and positive customer experiences.
Essential Job Functions
(can perform with or without reasonable accommodation): Drive a vehicle, lift up to 20 pounds, bend, move.
Work Location The work location for this position is onsite and located in Los Alamos, NM. All work locations are at the discretion of management.
Position Commitment Regular appointment employees are required to serve a period of continuous service in their current position in order to be eligible to apply for posted jobs throughout the Laboratory. If an employee has not served the time required, they may only apply for Laboratory jobs with the documented approval of their Division Leader. The position commitment for this position is 1 Year.
Note to Applicants This position is 100% onsite in Los Alamos, NM.
Where You Will Work Located in beautiful northern New Mexico, Los Alamos National Laboratory (LANL) is a multidisciplinary research institution engaged in strategic science on behalf of national security. Our generous benefits package includes:
PPO or High Deductible medical insurance with the same large nationwide network
Dental and vision insurance
Free basic life and disability insurance
Paid maternity and parental leave
Award-winning 401(k) (6% matching plus 3.5% annually)
Learning opportunities and tuition assistance
Flexible schedules and time off (paid sick, vacation, and holidays)
Onsite gyms and wellness programs
Extensive relocation packages (outside a 50 mile radius)
Additional Details Directive 206.2 - Employment with Triad requires a favorable decision by NNSA indicating employee is suitable under NNSA Supplemental Directive 206.2. Please note that this requirement applies only to citizens of the United States. Foreign nationals are subject to a similar requirement under DOE Order 142.3A.
Clearance: Q Position will be cleared to this level. Selected applicants will be subject to a background investigation conducted by or on behalf of the Federal Government, and must meet eligibility requirements* for access to classified matter. This position requires a Q clearance and obtaining such clearance requires US Citizenship except in extremely rare circumstances. Dependent upon the position, additional authorization to access classified information may be required, which may or may not be available to dual citizens. Receipt of a Q clearance and additional access authorization ultimately is a decision of the Federal Government and not of Triad. *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. Although New Mexico and other states have legalized the use of marijuana, use and possession of marijuana remain illegal under federal law. A positive drug test for marijuana will result in termination of employment, even if the use was pre-offer.
Regular Position Term status: Laboratory employees applying for regular-status positions are converted to regular status.
Internal Applicants Regular appointment employees who have served the required period of continuous service in their current position are eligible to apply for posted jobs throughout the Laboratory. If an employee has not served the required period of continuous service, they may only apply for Laboratory jobs with the documented approval of their Division Leader. Please refer to Policy P701 for applicant eligibility requirements.
Equal Opportunity Los Alamos National Laboratory is an equal opportunity employer. All employment practices are based on qualification and merit, without regard to protected categories such as race, color, national origin, ancestry, religion, age, sex, gender identity, sexual orientation, 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, state, and local 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 (505)-664-6947.
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