LivIT Classified Service Desk Technician - ACTIVE SECURITY CLEARANCE REQUIRED

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 dedicated to fostering a culture that values individuals, talents, partnerships, ideas, experiences, and different perspectives, recognizing their importance to the continued success of the Laboratory’s mission.

Pay Range

$41.93 - $51.33 Hourly at the 525.2 level

$50.28 - $61.57 Hourly 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 Classified Service Desk Technician. You will be a member of the LivIT Classified Service Desk Team providing tier one support for classified systems access, incidents, and requests in support of LLNL classified networks. This position is in the Information Technology Operations (ITO) Division in the Computing Directorate.

This position requires full-time on-site presence due to the nature of the work.

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 effective and efficient customer service and support with the ability to multi-task.
• Provide general technical guidance to the local users in support of all IT services supported by the Classified Service Desk.
• Create, document, escalate, and track concise tickets through ServiceNow.
• Write technical articles, solutions and how-to documentation for support and end users.
• Maintain appropriate technology, computer security, and safety training.
• Assist with testing and piloting new Classified IT services and tools.
• Perform other duties as assigned.

Additional job responsibilities, at the 525.3 level

• Provide advanced technical analysis and troubleshooting skills, attention to detail, and consistent resolution of IT problems.
• Identify, analyze, and document tending issues that are affecting the Service Desk and report to the appropriate service providers and/or management, including scripting repetitive tasks to help improve call duration wait times.

Qualifications

• This position requires an active Department of Energy (DOE) Q-level clearance or active Top Secret clearance issued by another U.S. government agency at the time of hire.
• Associate’s degree in a Computer or Engineering related field or the equivalent combination of education, technical training and related experience.
• Experience working with customers, addressing issues, and managing customer concerns and requests over the phone and/or in person.
• Proficiency and experience with the Windows and or Linux Operating systems.
• Experience troubleshooting, analyzing, and resolving moderately complex IT problems with a focus on details to ensure follow-through to assure problems are resolved.
• Experience writing technical solutions and commercial knowledgebase articles.
• Ability to achieve and maintain a high level of technical proficiency.
• Experience and knowledge of the skills needed for a customer support role to include a focus on listening, rapport-building, good written and verbal communication skills with the ability to communicate with individuals with all levels of technical and non-technical skill sets, friendly and approachable nature, and courtesy and patience.
• Strong active listening, typing, and documentation skills and specifically, the ability to type by touch.

Additional qualifications at the 525.3 level

• Ability to identify and document trending and/or systemic issues and consider/propose resolutions to the responsible service providers.
• Advanced analytical and troubleshooting skills, attention to detail, and consistent resolution of IT problems.
• Ability to create step by step directions for repetitive tasks to help improve call duration and wait times.

Qualifications We Desire

• Experience using the ServiceNow (or similar) ticket management tool as well as writi