IT Customer Support Specialist

Position: IT Customer Support Specialist 1/2

What You Will Do

This position will be filled at either the IT Customer Support Specialist 1/2 level, depending on the skills of the selected candidate. Additional job responsibilities (outlined below) will be assigned if the candidate is hired at the higher level.

Los Alamos National Laboratory (LANL) is seeking a highly skilled and customer-focused IT professional to join our team in a critical support role. You will be supporting our accounts office in issuance of credentials for network access. 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.

IT Customer Support Specialist $53,700 - $82,500

• 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 treat escalated 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 machine usage statistics to management and end-users.
• 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 remote IT support.
• Apply broad technical experience and professional judgment to resolve complex issues creatively and effectively.

IT Customer Support Specialist $64,700 - $101,400

In addition to what was outlined at the lower level, at this level you will:

• Operate with minimal supervision and may coordinate the activities of other support personnel.
• Exercise significant latitude in determining objectives and methods for new assignments.

What You Need

Minimum

Job Requirements:

• Demonstrated experience in customer-facing IT support roles, particularly in authentication and access 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.

Additional

Job Requirements for IT Customer Support Specialist 2

• Intermediate computer and application literacy (Microsoft Office, Collaboration & Communication tools and File Management).
• Operate with minimal supervision and may coordinate the activities of other support personnel.
• Experience with incident management systems and applications.

Education/Experience at lower level: Position requires a High School diploma or equivalent and two years of related experience, or an equivalent combination of education and experience directly related to the occupation.

Education/Experience at higher level: Position requires a Bachelor's Degree and 2 years of related experience; or, an equivalent combination of education and experience directly related to the occupation.

Desired Qualifications

• This position requires the ability to obtain and maintain a DOE Q clearance, which may include a background investigation and other security requirements.
• Proven experience working in a customer-facing environment, delivering clear communication, problem resolution, and positive customer experiences.

Essential Job Functions (can perform with or without reasonable accommodation):
Drive a vehicle, lift up to 20 pounds, bend, move.

Work Location

The work location for this position is onsite and located in Los Alamos, NM. All work locations are at the discretion of management.

Position Commitment

Regular appointment employees are required to serve a period of continuous service in their current position in order to be eligible to apply for posted jobs throughout the Laboratory. If an employee has not served the time required, they may only apply for Laboratory jobs with the documented approval of their…