Service Help Desk Technician; NWS

Location:
Livermore, CA
Title:
Service Help Desk Technician (NWS 00943)

North Wind Services (NWS) is a high performing, low risk company with a successful history of contributing to their client's missions. NWS executes and manages a wide range of technical services such as environmental investigation and restoration, construction, demolition, radioactive and hazardous waste management, public communication/involvement, information management, health and safety, industrial hygiene, and emergency response/HAZMAT services.

North Wind Services is actively seeking individuals who can contribute to national security within the science, technology, and engineering fields as part of our supplemental labor team at vital federal research and development installations supporting the Department of Energy. Qualified applicants must be a US citizen, at least 18 years of age, and able to meet pre-employment requirements including any required physicals, drug screen, and/or background investigation to satisfy clearance requirements from the Department of Energy.

Successful candidates will be employees of NWS supporting the missions of their federal client, Lawrence Livermore National Laboratory (LLNL) in Livermore, CA. Pay, benefits, Human Resources, and employment management functions are all provided by NWS. As an NWS employee working at LLNL, within the client's environment, you will complete day-to-day tasks, with direction from technical personnel directly employed by LLNL.

The Information Technology Operations (ITO) Division in the Computing Directorate has an opening for a Service Help Desk Technician to provide computer support for unclassified and/or classified systems in a heterogeneous environment to solve a variety of complex technical problems promptly. The successful candidate will be responsible for remotely troubleshooting, configuring, securing, and maintaining systems, as well as loading layered products.

The successful candidate will work fully on-site or Hybrid Remote.

• Provide remote technical assistance and support to the user community by answering calls, emails and self-service requests for Windows and Mac OS X operating systems and the core operating environment, including but not limited to Microsoft Office 365 Cloud, Cisco Unified Communications applications, Active Directory, Multifactor Authentication Services, remote access, and encryption software.
• Provide effective and efficient customer service and support with the ability to multi-task.
• Provide general technical guidance to the local and remote users in support of all IT services supported by the Service Desk.
• Create, document, elevate, and track concise tickets through Service Now.
• Write technical articles, solutions and how-to documentation for support and end users.
• Remotely troubleshoot operating systems, computer security and applications software.
• Remotely Secure computer systems and monitor to ensure that they comply with Department of Energy (DOE) - mandated orders.
• Remotely Diagnose and resolve moderately complex system, printer, and network problems.
• Maintain appropriate technology, computer security, and safety training.
• Assist with testing and piloting new IT services and tools.
• Perform other duties as assigned.

• Secure and maintain a U.S. Department of Energy (DOE) Q level security clearance which requires U.S. citizenship.
• Associate's Degree in a computer-related field or equivalent combination of technical training and experience.
• General working knowledge of desktop and/or server computer hardware and operating systems (viz., Mac OS and/or Windows OS).
• Experience of administering, troubleshooting, maintaining, and repairing Apple and/or Windows computer systems.
• Experience with and knowledge of the skills needed for a customer support role to include a focus on listening, rapport-building, good communication skills, friendly and approachable nature, and courtesy and patience.
• Effective interpersonal and verbal and written communications skills, with the ability to work with customers and team members.
• Experience with and knowledge of Mac and/or Windows computer security protocols to manage user accounts, and control and monitor access.

Pre-Placement Medical Exam
: A job-related pre-placement medical examination may be required.

Pre-employment drug test
:
External applicants selected for this position will be required to pass a post offer, pre-employment drug test.

Anticipated…