IT Customer Support Specialist 1

Omega Consultants•Los Alamos, NM

8d•$59,000 - $73,000•Onsite

About The Position

Omega Technical Services is seeking a highly motivated IT Customer Support Specialist 1 to support ongoing operations at Los Alamos, NM. This position plays a vital role in advancing critical mission objectives within a highly regulated and technically demanding environment. The IT Customer Support Specialist 1 provides onsite technical support to users within secure LANL environments. This role coordinates, diagnoses, and troubleshoots incoming IT requests related to user accounts, desktop and laptop systems, network services, and authentication access. Support may also be provided to remote users accessing LANL networks, clusters, or supercomputers.

Requirements

Minimum of 2 years of related IT experience , or an equivalent combination of education and experience.
Active DOE Q Clearance (must be held prior to submittal; active TS may be considered).
Basic computer skills, including navigating file systems, web applications, and data entry.
Experience providing customer-facing technical support.
Ability to apply standard IT principles, procedures, and troubleshooting techniques.
Strong communication and customer service skills.
Ability to work 100% onsite during standard daytime business hours.
Ability to follow established procedures and work under ongoing supervision.

Nice To Haves

College degree in an IT-related field.
Experience working in a service desk or operations center environment.
Experience with incident management or ticketing systems (ServiceNow preferred; others acceptable).
Experience with Microsoft Office 365 and Microsoft Teams.
Familiarity with MFA (multi-factor authentication) token issuance.
IT-related certifications (A+, Network+, Security+, ITIL, etc.).
Prior experience working in a secure or classified environment.

Responsibilities

Coordinate, diagnose, and troubleshoot incoming IT support requests from users.
Provide technical support for user accounts, desktop and laptop systems, and network services.
Support external users accessing LANL systems from remote locations.
Resolve issues in a timely manner or escalate to appropriate technical personnel when necessary.
Provide case status updates to customers and internal stakeholders.
Assist with weekly reporting, including machine usage statistics for management and end-users.
Analyze and interpret information from multiple sources into meaningful data.
Assist with gathering and reporting machine availability and stability data for High Performance Computing clusters.
Support and maintain effective working relationships with users.
Develop, document, and follow standard operating procedures and customer service guidelines.
Support credentialing and MFA/token issuance for network access.
Work primarily within Windows desktop environments.
Participate in required training to maintain technical and security compliance.