LivIT Classified Service Desk Technician - ACTIVE SECURITY CLEARANCE REQUIRED

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.

• 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 writing knowledge base articles in ServiceNow.
• Experience working at a service desk and/or call center.
• Intermediate knowledge of and experience with account management systems, (e.g., Active Directory, Multi-factor authentication) as well as understanding of classified network policies and procedures.

#LI-Onsite

Position Information

This is a Career Indefinite position, open to Lab employees and external candidates.

Why Lawrence Livermore National Laboratory?

• Included in 2024 Best Places to Work by Glassdoor!
• Flexible Benefits Package
• 401(k)
• Relocation Assistance
• Education Reimbursement Program
• Flexible schedules (*depending on project needs)
• Inclusion, Diversity, Equity and Accountability (IDEA) - visit https://www.llnl.gov/diversity
• Our core beliefs - visit https://www.llnl.gov/diversity/our-values 
• Employee engagement - visit https://www.llnl.gov/diversity/employee-engagement

Security Clearance

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 time of hire. 

Pre-Employment Drug Test

External applicant(s) selected for this position must pass a post-offer, pre-employment drug test. This includes testing for use of marijuana as Federal Law applies to us as a Federal Contractor.

Wireless and Medical Devices

Per the Department of Energy (DOE), Lawrence Livermore National Laboratory must meet certain restrictions with the use and/or possession of mobile devices in Limited Areas. Depending on your job duties, you may be required to work in a Limited Area where you are not permitted to have a personal and/or laboratory mobile device in your possession.  This includes, but not limited to cell phones, tablets, fitness devices, wireless headphones, and other Bluetooth/wireless enabled devices.  

If you use a medical device, which pairs with a mobile device, you must still follow the rules concerning the mobile device in individual sections within Limited Areas.  Sensitive Compartmented Information Facilities require separate approval. Hearing aids without wireless capabilities or wireless that has been disabled are allowed in Limited Areas, Secure Space and Transit/Buffer Space within buildings.

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To learn more about recruitment scams: https://www.llnl.gov/sites/www/files/2023-05/LLNL-Job-Fraud-Statement-Updated-4.26.23.pdf

Equal Employment Opportunity

We are an equal opportunity employer that is committed to providing all with a work environment free of discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, marital status, national origin, ancestry, sex, sexual orientation, gender identity, disability, medical condition, pregnancy, protected veteran status, age, citizenship, or any other characteristic protected by applicable laws.

We invite you to review the Equal Employment Opportunity posters which include EEO is the Law and Pay Transparency Nondiscrimination Provision.

Reasonable Accommodation

Our goal is to create an accessible and inclusive experience for all candidates applying and interviewing at the Laboratory.  If you need a reasonable accommodation during the application or the recruiting process, please use our online form to submit a request. 

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