IT Customer Support Specialist I

Longenecker & Associates • Los Alamos, NM

2d • Onsite

About The Position

Longenecker & Associates (L&A) seeks a motivated IT Customer Support Specialist I to contribute to our mission supporting our work at Los Alamos National Laboratory in Los Alamos, NM . L&A is a woman-owned small business and trusted partner enabling critical missions across the U.S. Department of Energy (DOE) complex for more than 30 years. We contribute to DOE’s nuclear security and environmental remediation enterprise by providing the highest-caliber staff and experts. L&A is unconditionally committed to mission success and the well-being of employees, the nation and the environment. Our team members are passionate about building a healthier environment for generations to come. We are a community that interfaces and effectively communicates with all levels of management and government. If you have a passion for excellence, seek opportunities to engage in mission critical work, and consistently exceed expectations, apply now to join our professional family. POSITION DESCRIPTION The IT Customer Support Specialist II coordinates, diagnoses and troubleshoots incoming calls from users. Provides support services to users with technical problems and information technology issues involving accounts, desktop, laptop or network services or from external users who may be using LANL networks, clusters or supercomputers from remote locations. Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provides case status updates which may also include weekly reporting of machine usage statistics to management and end-users. Analyzes and interprets disparate information sources into meaningful data. May also gather and report on machine availability and stability data for High Performance Computing Clusters. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support. The ideal candidate is a seasoned, experienced professional with a full understanding of specialized area plus working knowledge of other related fields. They are able to: · Resolve a wide range of issues in creative ways. · Provide resolution to a diverse range of complex problems where analysis of data requires evaluation of identifiable factors. · Contribute to the development of the organization’s goals and objectives. · Work under limited direction and receive general instructions on new assignments. Work is evaluated upon completion to ensure objectives have been met. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Determines approach to solutions, plans schedule and arranges own activities in accomplishing objectives.

Requirements

• 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
• Operate with minimal supervision and may coordinate the activities of other support personnel
• Ability to work in a diverse work environment
• Satisfactory results of a pre-employment screening, which includes a background check and drug screening in accordance with Federal requirements (details below)
• Ability to fulfill and promote L&A core values
• Position typically requires a bachelor's degree in a relevant field, a minimum of 5 years of related experience or an equivalent combination of education and experience.

Responsibilities

• Coordinates, diagnoses and troubleshoots incoming calls from users.
• Provides support services to users with technical problems and information technology issues involving accounts, desktop, laptop or network services or from external users who may be using LANL networks, clusters or supercomputers from remote locations.
• Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel.
• Provides case status updates which may also include weekly reporting of machine usage statistics to management and end-users.
• Analyzes and interprets disparate information sources into meaningful data.
• May also gather and report on machine availability and stability data for High Performance Computing Clusters.
• Supports and maintains effective relationships with users.
• Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support.

Benefits

• As an L&A employee, you will be eligible for a competitive salary as well as a comprehensive benefits package including healthcare (medical and dental), 401K plan, and paid time off.
• We believe in investing in our employees beyond compensation and as an L&A employee, you will have access to in-house training, career pathing, mentoring, award programs, tuition reimbursement and much more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level