Mobility/IT Customer Support Technician

Company Description

Join us and make YOUR mark on the World!

Are you interested in joining some of the brightest talent in the world to strengthen the United States’ security? Come join Lawrence Livermore National Laboratory (LLNL) where our employees apply their expertise to create solutions for BIG ideas that make our world a better place.

We are committed to a diverse and equitable workforce with an inclusive culture that values and celebrates the diversity of our people, talents, ideas, experiences, and perspectives. This is important for continued success of the Laboratory’s mission.

Pay Range

$41.93 - $51.33 at the 525.2 level

$50.28 - $61.57 at the 525.3 level

This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting; pay will not be below any applicable local minimum wage.  An employee’s position within the salary range will be based on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, and business or organizational needs.

Job Description

We're looking for a Mobility/IT Customer Support Technician to provide customer service and support to the Laboratory’s institutional mobility program, including device deployment, troubleshooting, support, and retirement/management. You will provide basic computer and software support, including non-complex operating functions, password resets, and loaner device appointment set-up and returns. This position is in the Information Technology Operations (ITO) Division supporting the Livermore Information Technology (LivIT) Program within the Computing Directorate. 

This position may offer a hybrid schedule, which includes the flexibility to work from home one or more days per week, after a probationary period. The specifics of the hybrid schedule, including the exact number of days required in the office and virtual work options may vary based on the needs of the team and the organization.

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 intermediate technical support to the user community by answering calls, emails, support request/incidents, assisting and/or troubleshooting customers and documenting the details.
• Provision and deploy mobile devices in accordance with policies and procedures, ensuring devices are properly managed and are functional for use.
• Perform computer support services while overseeing software updates, mobile device utilization, and process documentation.
• Provide hands-on assistance with device operation and rules for use.
• Assist in the property management process for all mobile devices from acquisition to excess.
• Serve as point of contact for the mobility loaner program and international service request by coordinating the device deployment/return process.
• Perform intermediate installations and configurations.
• Perform other duties as assigned.
• Deliver exceptional customer service by responding to inquiries in a timely and professional manner, ensuring users feel supported and valued.
• Perform other duties as assigned.

Additional job responsibilities, at the 525.3 level

• Perform complex installations and configurations.
• Provide advanced technical assistance to the user community.
• Generate detailed reports to manage small projects related to multiple complex database systems with a high degree of accuracy.

Qualifications

• Ability to secure and maintain a U.S. DOE Q-level security clearance which requires U.S. citizenship.
• Associate’s degree in a Computer or Engineering related field, or equivalent combination of technical training and experience.
• Experience multi-tasking and prioritizing workload in a fast-paced environment with rapidly changing priorities.
• Experience and knowledge of administering, troubleshooting, maintaining, and repairing computers or mobile devices.
• Knowledge of electronics terminology, standards, procedures, and techniques.
• Experience maintaining clear and accurate records with attention to detail.
• Experience working with customers, addressing issues, and managing customer concerns and requests over the phone or in person.
• Experience updating policies and procedures or knowledge base articles.

Additional qualifications at the 525.3 level

• Advanced knowledge of the Apple iOS operating system and associated hardware.
• Significant experienc