Service Help Desk Technician

Hybrid Service Help Desk Technician role supporting remote and on-site computer services for unclassified and/or classified environments at LLNL.

Responsibilities

• Deliver remote technical assistance by handling calls, emails, and self-service requests for Windows and Mac OS X users and the core operating environment
• Support key systems and applications, including Microsoft Office 365 Cloud, Cisco Unified Communications, Active Directory, Multifactor Authentication Services, remote access, and encryption software
• Provide customer service and technical support with the ability to multi-task and respond effectively
• Offer general technical guidance to local and remote users for IT services covered by the Service Desk
• Create, document, escalate, and track concise support tickets in ServiceNow
• Develop technical articles, solutions, and how-to documentation for support and end users
• Remotely troubleshoot operating systems, computer security, and applications software
• Remotely secure and monitor systems to ensure compliance with Department of Energy (DOE) mandated orders
• Diagnose and resolve moderately complex system, printer, and network issues
• Maintain appropriate technology, computer security, and safety training
• Assist with testing and piloting new IT services and tools
• Perform other duties as assigned

Requirements

• Maintain a U.S. Department of Energy (DOE) Q level security clearance (requires U.S. citizenship)
• Associate's Degree in a computer-related field, or an equivalent combination of technical training and experience
• General working knowledge of desktop and/or server computer hardware and operating systems (including Mac OS and/or Windows OS)
• Experience administering, troubleshooting, maintaining, and repairing Apple and/or Windows computer systems
• Customer support skills focused on listening, rapport-building, communication, and being courteous and patient
• Strong interpersonal and verbal and written communication skills for working with customers and team members
• Knowledge of Mac and/or Windows computer security protocols to manage user accounts and control/monitor access

Technologies

• Windows, Mac OS X, Mac OS
• Microsoft Office 365 Cloud
• Cisco Unified Communications applications
• Active Directory
• Multifactor Authentication Services
• Remote access
• Encryption software
• ServiceNow

Benefits

• Health, life, and disability insurance benefits
• 401(k) with company match
• Generous paid leave
• Tuition reimbursement for eligible employees

Location

• Livermore, CA (hybrid)

Special Requirements

• Pre-Placement Medical Exam: A job-related pre-placement medical examination may be required
• Pre-employment drug test: External applicants selected for this position must pass a post offer, pre-employment drug test
• Anticipated Government Clearance Level: Q (position will be cleared to this level), with a federal background investigation and eligibility requirements for access to classified information or matters
• If you hold multiple citizenships (U.S. and another country), you may be required to renounce your non-U.S. citizenship before a DOE L or Q clearance is processed/granted

North Wind Group

Job Code: Service Help Desk Technician (NWS 00943)

Salary: USD 49 per hourly

Education: Associate's Degree in a computer-related field (or equivalent combination of technical training and experience)