Personal Computer Support Technician S/T (NWS 00630)

THIS POSITION IS A SIX-MONTH ASSIGNMENT

North Wind Services is actively seeking individuals who can contribute to national security within the science, technology, and engineering fields as part of our supplemental labor team at vital federal research and development installations supporting the Department of Energy. NWS has an established history of contributing to the success of their customer’s mission. Available employment opportunities may range from administrative and logistical support to advanced technical positions.

Qualified applicants must be a US citizen, at least 18 years of age, and able to meet pre-employment requirements including any required physicals, drug screen, and/or background investigation to satisfy clearance requirements from the Department of Energy.

Successful candidates will be employees of NWS, a premier government contractor charged with employing highly motivated and well-qualified personnel who can advance the missions of the Lawrence Livermore National Laboratory in Livermore, CA. Though employed by NWS, the employee will take day-to-day direction from technical personnel employed directly by the research laboratories. Pay, benefits, Human Resource, and Employment Management functions are provided by NWS.

The Computing Directorate’s Information Technology Operations (ITO) Division within the Livermore Information Technology (LivIT) Program has an opening for a PC Support Technician to provide customer service and support to the Laboratory’s institutional mobility program, including device deployment, troubleshooting, support, and retirement/management. The successful candidate will provide basic computer and software support, including non-complex operating functions, password resets, and loaner device appointment set-up and returns.

This position may require the successful candidate have the flexibility to work overtime, shift and or weekends to accomplish goals. The successful candidate will be required to pass various on-site training modules to pursue work assignments.

Essential Duties
-Provide basic customer support by answering process-related questions, concerns and/or technical
issues related to mobile devices, desktop computers, and software.
-Provision and deploy mobile devices in accordance with policies and procedures, ensuring devices are
properly managed and are functional for use.
-Provide basic technical assistance to the user community by assisting and/or troubleshooting customers
and documenting the details.
-Provide entry-level hands-on assistance with device operation and rules for use.
-Assist with mobile device and computer system password resets.
-Assist in the property management process for all mobile devices from receipt to prepare for excess.
-Serve as point of contact for the mobility loaner program and international service request by
coordinating the device deployment/return process.
-Perform other duties as assigned.

Marginal Duties
-Perform computer support services while overseeing software updates, mobile device utilization,
report generation, and process documentation.
-Determine applications requirements and manage small projects for user and computer operations
control by analyzing user needs in relation to multiple complex database systems, with a high degree of
accuracy.
-Provide intermediate technical assistance to the user community by answering calls, emails, support
request/incidents, assisting and/or troubleshooting customers and documenting the details.

Essential Skills, Knowledge, and Abilities
-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.
-Basic experience with personal computers, software, and database systems with the ability to
troubleshoot and solve basic technical problems with mobile devices and computers.
-Knowledge of electronics terminology, standards, procedures, and techniques.
-Experience maintaining clear and accurate records with an attention to detail.
-Demonstrated ability providing customer service and maintaining professionalism.
-Knowledge of the skills needed for a customer support role, to include a focus on listening, rapport
building, good communication skills, and courtesy and patience.

Desired Skills, Knowledge, and Abilities
-Experience and knowledge of administering, troubleshooting and maintaining computers or mobile devices.
-Experience working with customers, addressing issues, and managing customer concerns and requests
over the phone