Mobility/IT Customer Support Technician

Lawrence Livermore National Laboratory • Livermore, CA

330d • $41 - $61 • Hybrid

About The Position

We're looking for a Mobility/IT Customer Support Technician to provide customer service and support to the Laboratory's institutional mobility program, including device deployment, troubleshooting, support, and retirement/management. You will provide basic computer and software support, including non-complex operating functions, password resets, and loaner device appointment set-up and returns. This position is in the Information Technology Operations (ITO) Division supporting the Livermore Information Technology (LivIT) Program within the Computing Directorate. This position may offer a hybrid schedule, which includes the flexibility to work from home one or more days per week, after a probationary period. The specifics of the hybrid schedule, including the exact number of days required in the office and virtual work options may vary based on the needs of the team and the organization.

Requirements

• Ability to secure and maintain a U.S. DOE Q-level security clearance which requires U.S. citizenship.
• Associate's degree in a Computer or Engineering related field, or equivalent combination of technical training and experience.
• Experience multi-tasking and prioritizing workload in a fast-paced environment with rapidly changing priorities.
• Experience and knowledge of administering, troubleshooting, maintaining, and repairing computers or mobile devices.
• Knowledge of electronics terminology, standards, procedures, and techniques.
• Experience maintaining clear and accurate records with attention to detail.
• Experience working with customers, addressing issues, and managing customer concerns and requests over the phone or in person.
• Experience updating policies and procedures or knowledge base articles.

Nice To Haves

• Advanced knowledge of the Apple iOS operating system and associated hardware.
• Significant experience creating step by step directions for repetitive tasks to help improve processes, workflows or end user experience.
• Significant experience of resolving complex system and or network-related problems.

Responsibilities

• Provide intermediate technical support to the user community by answering calls, emails, support request/incidents, assisting and/or troubleshooting customers and documenting the details.
• Provision and deploy mobile devices in accordance with policies and procedures, ensuring devices are properly managed and are functional for use.
• Perform computer support services while overseeing software updates, mobile device utilization, and process documentation.
• Provide hands-on assistance with device operation and rules for use.
• Assist in the property management process for all mobile devices from acquisition to excess.
• Serve as point of contact for the mobility loaner program and international service request by coordinating the device deployment/return process.
• Perform intermediate installations and configurations.
• Deliver exceptional customer service by responding to inquiries in a timely and professional manner, ensuring users feel supported and valued.
• Perform other duties as assigned.

Benefits

• Flexible Benefits Package
• 401(k)
• Relocation Assistance
• Education Reimbursement Program
• Flexible schedules (*depending on project needs)
• Inclusion, Diversity, Equity and Accountability (IDEA)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees