ABOUT THE ROLE

We are seeking a IT Support Specialist to join our team supporting the Los Alamos National Laboratory! This position is full-time and will be based out of Los Alamos, New Mexico.

Responsibilities

• Provide IT help desk support to LANL’s Information Science & Technology Directorate (ISD) at Los Alamos National Laboratory, specifically focusing on its National Security (NS) aspects.

• Support the PKI Team/ICN Accounts Office which manages the underlying network engineering and security protocols (such as PKI) that allow users to securely access and move data across the Integrated Computing Network (ICN).

• Serve as a primary point of contact for users experiencing technical issues related to authentication and access on LANL networks.

• 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 credential usage statistics to management and stakeholders.

• 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 credential issuance support.

• Issue credentials/tokens for network access and ensure customers coming in to get verified receive token.

• Support as-needed requests from the field services team.

• Work on a Windows desktop system and utilize experience with incident management tools (like SNOW).

• Use MSOffice 365 and Teams frequently.

Requirements

• Education & Years of Experience – Bachelor’s Degree and 5+ years of relevant experience.

• Citizenship – To be considered, you must be a United States (U.S.) citizen due to the federal nature of the work.

• Clearance – To be considered, you must have an active or very recently active DOE “Q” Clearance or DoD “Top Secret” Clearance.

• Demonstrated experience in customer-facing IT support roles, particularly in authentication and access management.

• Experience with incident management systems and applications.

• Basic computer and application literacy (Microsoft Office, Collaboration & Communication tools and File 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.

• Operate with minimal supervision and may coordinate the activities of other support personnel.

Desired Skills

• Certifications in IT support, cybersecurity, or related fields.

• Degree in computer science or IT related field.

• Experience with MFA (multifactor authentication) tokens.

About the Site

The NNSA's Los Alamos National Laboratory (LANL), located in Los Alamos, New Mexico, is a design laboratory responsible for the safety and reliability of the nuclear explosives package in nuclear weapons. This lab possesses unique capabilities in neutron scattering, enhanced surveillance, radiography, and plutonium science and engineering (energy.gov).

ABOUT GEM

GEM Technologies, Inc. (GEM) is an award-winning federal contractor with more than 30 years of experience providing environmental, construction, facility management, and technical services to federal agencies, state and local governments, and commercial organizations. Founded in 1994 as a nuclear engineering firm to support federal operations in East Tennessee, GEM has since expanded into a nationwide, multi-disciplinary provider with over 270 employees and a diverse portfolio of contracts in the environmental, nuclear, and defense sectors. Some reasons to join GEM are:

• Our philosophy – We believe in the power of effective collaboration and recognize that good partnerships are the building blocks to success.

• Our relationships – Partnering with federal clients, we solve complex pr