IT Support Specialist

Overview

IT Support Specialist I

Coordinates, diagnoses and troubleshoots incoming calls from users. Provides support services to users with technical problems and information technology issues involving accounts, desktop, laptop or network services or from external users who may be using LANL networks, clusters or supercomputers from remote locations. Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provides case status updates which may also include weekly reporting of machine usage statistics to management and end-users.

Analyzes and interprets disparate information sources into meaningful data. May also gather and report on machine availability and stability data for High Performance Computing Clusters. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support.

• Coordinate, diagnose and troubleshoot incoming user calls and IT issues across accounts, desktops, laptops, networks, or remote locations.
• Provide timely resolution of problems or escalate to appropriate technical personnel on behalf of customers.
• Provide case status updates and, when applicable, weekly reporting of machine usage statistics to management and end-users.
• Analyze and interpret disparate information sources into meaningful data.
• Gather and report on machine availability and stability data for High Performance Computing Clusters.
• Support and maintain effective relationships with users.
• Develop, document, and implement standard operating procedures and customer service guidelines related to remote IT support.

• Developing professional expertise and apply Laboratory policies and procedures to resolve a variety of issues.
• Ability to use and apply standard principles, theories, concepts and techniques as recognized within a profession or administrative specialty.
• Provide resolutions to problems of moderately complex scope where analysis of situations or data requires review of a variety of factors.
• Contribute to the fulfillment of projects and organizational objectives.
• Work under continual supervision and follow established directions; receives detailed instructions on new projects or assignments.
• Work is reviewed for accuracy, soundness of judgment and overall adequacy; progress is monitored during execution.
• Use judgment within defined practices and procedures to determine appropriate action.

Position typically requires a minimum of two years related experience, or an equivalent combination of education and experience.