What are the responsibilities and job description for the IT Customer Support Specialist 1/2 position at Los Alamos National Laboratory?
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
In addition to what was outlined at the lower level, at this level
Minimum Job Requirements:
In addition to the requirements outlined above, qualification at the higher level requires:
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:
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 Alamaos, NM.
Due to federal restrictions contained in the current National Defense Authorization Act, citizens of the People's Republic of China-including the special administrative regions of Hong Kong and Macau-as well as citizens of the Islamic Republic of Iran, the Democratic People's Republic of Korea (North Korea), and the Russian Federation, who are not Lawful Permanent Residents ("green card" holders) are prohibited from accessing facilities that support the mission, functions, and operations of national security laboratories and nuclear weapons production facilities, which includes Los Alamos National Laboratory.
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:
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.
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 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.
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 escalate complex 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.
In addition to what was outlined at the lower level, at this level
- Operate with minimal supervision and may coordinate the activities of other support personnel.
- Exercise significant latitude in determining objectives and methods for new assignments.
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.
In addition to the requirements outlined above, qualification at the higher level requires:
- 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 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.
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 Alamaos, NM.
Due to federal restrictions contained in the current National Defense Authorization Act, citizens of the People's Republic of China-including the special administrative regions of Hong Kong and Macau-as well as citizens of the Islamic Republic of Iran, the Democratic People's Republic of Korea (North Korea), and the Russian Federation, who are not Lawful Permanent Residents ("green card" holders) are prohibited from accessing facilities that support the mission, functions, and operations of national security laboratories and nuclear weapons production facilities, which includes Los Alamos National Laboratory.
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)
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.
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 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.
Salary : $53,700 - $82,500