Customer Support Specialist 2
About The Position
Omega Technical Services is seeking a highly motivated Customer Support Specialist 2 to support ongoing operations at Los Alamos, NM. This position plays a vital role in advancing critical mission objectives in a highly regulated, technically demanding environment. As a trusted partner to government agencies and national laboratories, Omega Technical Services supports some of the nation's most complex and high-impact programs. Through these strategic collaborations, Omega contributes directly to the strength, security, and sustainability of the U.S. Nuclear Security Enterprise.
Requirements
- Active Q clearance (Top Secret will be considered if active)
- Candidate must be a U.S. Citizen.
- Satisfactory results of a pre-employment screening, which includes a drug and breath alcohol test, along with a Motor Vehicle Record check.
- Candidate must be able to maintain a DOE Security 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.
- A bachelor’s degree and 5 years of related experience
- Degree in computer science or an IT-related field
Nice To Haves
- Certifications in IT support, cybersecurity, or related fields.
- Previous DOE/NNSA work experience.
- Experience with MSOffice 365/Teams.
- MFA (multifactor authentication) token experience.
- Experience with incident management tools (SNOW is one example, but others would be considered as well)
Responsibilities
- 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.
- Apply broad technical experience and professional judgment to resolve complex issues creatively and effectively.
- Exercise significant judgement in determining objectives and methods for new assignments and improving workflows.
- Operate with minimal supervision and may coordinate the activities of other support personnel.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
11-50 employees
