IT Customer Support Specialists

IT Customer Support Specialist (Level 2 & Level 3)

Compa Industries is searching for qualified candidates for IT Customer Support Specialist positions at Los Alamos National Laboratory (LANL) in Los Alamos, NM.

Job Postings:

• Level 2: 1663JP00003111 (2 openings – 5 years experience)
• Level 3: 1663JP00003112 & 1663JP00003116 (2 openings – 8 years experience)

Salary:

• Level 2: $33/hr – $38/hr
• Level 3: $38/hr – $44/hr

Location: Los Alamos, NM (100% On-site)

Citizenship: U.S. Citizenship Required

Work Schedule: Full-time | 9/80s or 5/8s (day shift between 7:00am–5:00pm)

Per Diem: No

Clearance: Active DOE Q Clearance required prior to submittal

(Active TS may be considered if current and transferable)

🚫 Mandatory Experience & Clearance Requirements – Read Before Applying

• Active DOE Q Clearance is required at time of submission
• Position is 100% onsite – no remote or hybrid work
• U.S. Citizenship is required
• Applicants not meeting these requirements will not be considered

Impact

This role directly supports LANL’s secure computing environment by ensuring personnel have reliable, timely access to mission-critical systems. IT Customer Support Specialists serve as the front line of identity, credentialing, and access management, enabling scientific, engineering, and national security work to proceed without disruption. Accuracy, professionalism, and customer service excellence are essential, as errors can directly impact operational readiness and security compliance.

Responsibilities and Duties

• Serve as the primary point of contact for authentication, credential, and access issues across LANL systems
• Issue and manage multifactor authentication (MFA) tokens and credentials
• Resolve customer IT issues or escalate complex problems through incident management systems (e.g., ServiceNow or equivalent)
• Maintain clear, professional communication with users regarding ticket status and resolution timelines
• Generate and distribute weekly credential usage and access reports to management
• Document and maintain standard operating procedures (SOPs) for credential issuance and customer support processes
• Support continuous improvement of workflows and customer service practices
• Operate with minimal supervision while coordinating with other IT and field services teams
• Level 3 specialists may provide advanced documentation, process refinement, and peer guidance

Minimum Qualifications

Level 2

• Minimum 5 years of customer-facing IT support experience
• Experience supporting authentication, access management, or service desk operations
• Proficiency with Microsoft Office 365, Teams, and Windows-based systems
• Experience using incident/ticket management tools
• Strong written and verbal communication skills
• Ability to work independently in a secure, fast-paced environment
• Active DOE Q Clearance

Level 3

• Minimum 8 years of customer-facing IT support experience
• Advanced experience with authentication systems, incident management, and process documentation
• Demonstrated ability to improve workflows and support operational efficiency
• Strong stakeholder communication and reporting skills
• Active DOE Q Clearance

Desired Skills

• IT help desk or service desk experience in secure or regulated environments
• Experience with MFA systems, credential issuance, or identity management
• IT certifications (A , Network , Security , or similar)
• Degree in Information Technology, Computer Science, or related field (preferred, not required)
• Prior experience supporting DOE, DoD, or National Laboratory environments
• Strong customer service mindset and attention to detail

Education & Experience Requirements

• College degree in an IT-related field is preferred but not required
• Equivalent combinations of education and experience will be considered
• Candidates must have professional IT experience (not entry-level)

Why Work at COMPA Industries?

For over 30 years, COMPA Industries has supported DOE and national security missions by providing top-tier technical and professional talent. We offer competitive compensation, stability, and the opportunity to work in highly secure, mission-driven environments. This role provides hands-on exposure to enterprise IT operations within one of the nation’s most critical research laboratories.

COMPA is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or protected Veteran status.

Note: COMPA’s policy may disqualify applicants with certain criminal histories from specific positions.