IT Customer Support Specialist II and III

Longenecker & Associates • Los Alamos, NM

19d • Onsite

About The Position

Longenecker & Associates (L&A) seeks a motivated IT Customer Support Specialist II 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 Los Alamos National Laboratory (LANL) is seeking a highly skilled and customer-focused IT professional to join our team in a critical support role. As an IT Customer Support Specialist, you will serve as a primary point of contact for users experiencing technical issues related to authentication and access on LANL networks. This is a customer-facing position that requires strong communication skills, technical expertise, and a commitment to delivering exceptional service in support of the Laboratory’s mission.

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
• Active Q clearance (Top Secret will be considered if active)
• 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

Nice To Haves

• Certifications in IT support, cybersecurity, or related fields.
• Degree in computer science or IT related field

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.

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