IT Support Specialist

Customer Support Specialist 3

Omega Technical Services

USD $50,000.00 - USD $ /Yr.

Omega Technical Services is seeking a highly motivated Customer Support Specialist 2 to support ongoing operations at Los Alamos, NM. This position plays a vital role in advancing critical mission objectives in a highly regulated, technically demanding environment. As a trusted partner to government agencies and national laboratories, Omega Technical Services supports some of the nation's most complex and high‑impact programs.

Through these strategic collaborations, Omega contributes directly to the strength, security, and sustainability of the U.S. Nuclear Security Enterprise.

• 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 escape 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.

• A bachelor’s degree and 8 years of related experience
• Certifications in IT support, cybersecurity, or related fields.
• Degree in computer science or an IT‑related field

• Active Q clearance (Top Secret will be considered if active)
• Candidate must be a U.S. Citizen.
• Satisfactory results of a pre‑employment screening, which includes a drug and breath alcohol test, along with a Motor Vehicle Record check.
• Candidate must be able to maintain a DOE Security Clearance.
• 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.

• Certifications in IT support, cybersecurity, or related fields.
• Previous DOE/NNSA work experience.
• Experience with MSOffice 365/Teams.
• MFA (multifactor authentication) token experience.
• Experience with incident management tools (SNOW is one example, but others would be considered as well)

Shift will be dependent upon customer site discretion.

Omega Technical Services is a Service‑Disabled Veteran‑Owned Small Business and a trusted partner to the Department of Energy, Department of Defense, and other commercial clients, supporting mission‑critical projects that shape national security and technological innovation. Our culture is defined by leadership, initiative, and trust. Our values drive meaningful outcomes and long‑term impact. At Omega Technical Services, you’ll work alongside elite subject matter experts who thrive on being challenged, innovative, and collaborative.

We offer competitive pay, comprehensive benefits, and the opportunity to grow your career in a mission‑first, people‑focused environment.

Omega Technical Services is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment regardless of their race, color, religion, sex, sexual orientation, gender identity, national origin, age, or status as a qualified individual with a disability or protected veteran.

Mid‑Senior level

Full‑time

Other

Defense and Space Manufacturing

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