Lawrence Livermore National Laboratory

IT Service Desk Technician

Location:  Livermore, CA
Category:  Technicians/IT
Organization:  Computing
Posting Requirement:  External w/ US Citizenship
Job ID: 105617
Job Code: Computer Support Technologist (525.2) / Sr Comp Support Technologist (525.3)
Date Posted: July 09 2019

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Join us and make YOUR mark on the World!

Come join Lawrence Livermore National Laboratory (LLNL) where we apply science and technology to make the world a safer place; now one of 2019 Best Places to Work by Glassdoor!

We have an opening for an IT Service Desk Technician to provide remote desktop and network technical support in a demanding and fast-paced environment for approximately 7,000 on and off-site employees, and collaborators, working under general supervision., You will provide support for a comprehensive range of complex IT services supported by the service desk including troubleshooting and resolving customer issues and requests, documenting all service calls and solutions, and researching and troubleshooting hardware and software related issues. This position is in the Information Technology Operations (ITO) Division within Computation and matrixed to the Livermore Information Technology (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
- 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, escalate, and track concise tickets through ServiceNow.
- Write technical articles, solutions and how-to documentation for support and end users.
- Maintain appropriate technology, computer security, and safety training.
- Assist with testing and piloting new IT services and tools.
- Perform other duties as assigned.
In Addition at the 525.3 Level
- Provide advanced technical analysis and troubleshooting skills, attention to detail, and consistent resolution of IT problems.
- Identify, analyze, and document trending issues that are affecting the Service Desk and report to the appropriate service providers and/or management, including scripting repetitive tasks to help improve call duration and wait times.
- Develop, modify, or utilize advanced work methods to support Windows, Mac OS X operating system and the core operating environment, Microsoft Office 365 Cloud and encryption tools including software.

- 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 concerns and requests over the phone and/or in person.
- Demonstrated proficiency and experience with the Windows and Macintosh Operating systems.
- Experience troubleshooting, analyzing, and resolving moderately complex IT 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 active listening, typing, and documentation skills and specifically, the ability to type by touch.
In Addition at the 525.3 Level
- Ability to identify and document trending and/or systemic issues and consider/propose resolutions to the responsible service providers.
- Advanced analytical and troubleshooting skills, attention to detail, and consistent resolution of IT problems.
- Ability to script repetitive tasks to help improve call duration and wait times.

Desired Qualifications
- Experience using the ServiceNow (or similar) ticket management tool.
- Experience working at a service desk and/or call center.
- 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. This includes testing for use of marijuana as Federal Law applies to us as a Federal Contractor.

Security Clearance:  This position requires a Department of Energy (DOE) Q-level clearance.

If you are selected, we will initiate a Federal background investigation to determine if you meet eligibility requirements for access to classified information or matter. In addition, all L or Q cleared employees are subject to random drug testing.  Q-level clearance requires U.S. citizenship.  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 $2.1 billion, employing approximately 6,800 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.