Service Desk Technician

Company Lawrence Livermore National Laboratory (LLNL)
Location Livermore, CA 94550
Update 8 Day ago
Science and Technology on a Mission! For more than 60 years, the Lawrence Livermore National Laboratory (LLNL) has applied science and technology to make the world a safer place.
We have an opening for a Service Desk Technician to provide advanced tier 1 desktop and network technical support for approximately 6,800 on- and off-site employees and approximately 1,000 off-site collaborators. Under general supervision, you will provide support for all IT services provided by the service desk, answering and resolving customer calls and requests, documenting all service calls and solutions, and researching and troubleshooting hardware and software related issues. This position is in Computation’s Customer Service, Operations, and Support section (CSOS) within the IT Department supporting the LivIT Program. This position will be filled at either the 525.2 or 525.3 level depending on your qualifications. Additional job responsibilities (outlined below) will be assigned if you are selected at the higher level. Essential Duties - Support the Mac OS X and Windows operating systems and the core operating environment, which includes, but is not limited to Microsoft Office Suite, Cisco Unified Communications applications, and encryption software. - Provide excellent customer service and support. - Provide general technical guidance to the local and remote users in support of all of the IT services by the service desk. - Write technical articles and solutions for a commercial knowledgebase. - Maintain appropriate technology, computer security, and safety training. - Assist in equipment evaluations and procurement recommendations. - Perform other duties as assigned. In Addition at the 525.3 Level - Provide advanced technical assistance to the user community by answering calls, emails, and self service requests from LLNL users handled through the service desk. - Develop, modify, or utilize work methods to support of the Windows and Mac OS X operating system and Microsoft Office Suite, FileMaker Pro and encryption tools including software. - Write knowledgeable articles with solutions, how-to documentation and create technical presentations to end users. Qualifications - Associate’s degree in a Computer or Engineering related field or the equivalent combination of education, technical training and related experience. - Experience working with customers, addressing issues, and managing customer requests on the phone and/or in person. - General working knowledge of the Windows and Macintosh Operating systems. - Experience resolving moderately complex problems with a focus on details to ensure follow-through to assure problems are resolved. - Experience writing technical solutions and commercial knowledgebase articles. - Ability to achieve and maintain a high level of technical proficiency. - Experience and knowledge of the skills needed for a customer support role to include a focus on listening, rapport-building, good written and verbal communication skills with the ability to communicate with individuals with all levels of technical and non-technical skill sets, friendly and approachable nature, and courtesy and patience. - Strong typing and documentation skills and specifically, the ability to type by touch. In Addition at the 525.3 Level - Advanced troubleshooting skills and working knowledge of installation, diagnosis, repair and maintenance of computer systems (e.g. Windows and Macintosh Operating systems). - Strong analytical and troubleshooting skills, attention to detail, consistent resolution of problems. - Advanced written and verbal communication skills with the ability to communicate with individuals with all levels of technical and non-technical skill sets by making presentations to end users, writing end user how-to documentation, and knowledgebase articles and solutions. Desired Qualifications - Advanced knowledge of the Microsoft Office Suite, Adobe Professional, Cisco Unified - Communications applications, and encryption software. - Experience working at a service desk. - Experience supporting Unix or Linux.
Pre-Employment Drug Test: External applicant(s) selected for this position will be required to pass a post-offer, pre-employment drug test.
Anticipated Clearance Level: Q (Position will be cleared to this level). Applicants selected will be subject to a Federal background investigation and must meet eligibility requirements for access to classified information or matter. In addition, all L or Q cleared employees are subject to random drug testing. If you hold multiple citizenships (U.S. and another country), you may be required to renounce your non-U.S. citizenship before a DOE L or Q clearance will be processed/granted.

Note: This is a Career Indefinite position. Lab employees and external candidates may be considered for this position.
About Us Lawrence Livermore National Laboratory (LLNL), located in the San Francisco Bay Area (East Bay), is a premier applied science laboratory that is part of the National Nuclear Security Administration (NNSA) within the Department of Energy (DOE). LLNL's mission is strengthening national security by developing and applying cutting-edge science, technology, and engineering that respond with vision, quality, integrity, and technical excellence to scientific issues of national importance. The Laboratory has a current annual budget of about $1.5 billion, employing approximately 6,000 employees. LLNL is an affirmative action/ equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, marital status, national origin, ancestry, sex, sexual orientation, gender identity, disability, medical condition, protected veteran status, age, citizenship, or any other characteristic protected by law.