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Los Alamos National Laboratory · 1 day ago

IT Customer Support Specialist 1/2

Los Alamos, NM

Full-time

Onsite

Entry, Mid Level

$54K/yr - $82K/yr

2+ years exp

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 and serve as a primary point of contact for users experiencing technical issues related to authentication and access on LANL networks.

Security

Growth Opportunities

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

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 escalate 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 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

Operate with minimal supervision and may coordinate the activities of other support personnel

Exercise significant latitude in determining objectives and methods for new assignments

Qualification

Customer-facing IT supportAuthentication managementProblem-solving skillsIncident management systemsTechnical report generationDocumenting proceduresManaging multiple prioritiesCollaboration toolsFile managementCommunication skills

Required

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

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

Preferred

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

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