Omega Technical Services · 1 day ago
IT Customer Support Specialist 2
Los Alamos, NM
Full-time
Onsite
Mid, Senior Level
$73K/yr - $89K/yr
5+ years expOmega Technical Services is a Service-Disabled Veteran-Owned Small Business focused on advancing national security and innovation. The IT Customer Support Specialist II plays a vital role in providing technical support within a secure environment, coordinating and resolving a range of IT issues for users.
ConstructionProfessional ServicesProject Management
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Serve as a primary point of contact for incoming IT support requests (in person and via ticketing systems)
Diagnose and resolve hardware, software, account, and network access issues in a secure environment
Issue credentials, tokens, and multi-factor authentication (MFA) devices to verified users
Provide timely problem resolution or escalate issues to appropriate technical teams when necessary
Maintain accurate case documentation and provide status updates to users and stakeholders
Utilize incident management tools (e.g., ServiceNow or similar) to track and resolve issues
Support primarily Windows-based desktop environments
Analyze and interpret data from multiple information sources to support reporting and service improvement
Contribute to documentation, standard operating procedures, and customer service guidelines
Maintain strong working relationships with customers and internal IT teams
Participate in required training to maintain technical and security compliance
Support limited local travel between two onsite locations (approximately 10 minutes apart)
Qualification
Required
Active DOE Q Clearance (must be held prior to submittal; active TS may be considered)
Experience providing customer-facing IT support in a service desk or operations environment
Strong computer literacy, including navigating file systems, web applications, and data entry
Experience supporting Windows desktop environments
Excellent communication and customer service skills
Ability to work 100% onsite during standard daytime business hours
Bachelor's degree in an IT-related field and a minimum of 5 years of relevant experience OR an equivalent combination of education and experience for Level II
Bachelor's degree in an IT-related field and a minimum of 8 years of relevant experience OR an equivalent combination of education and experience for Level III
All Level II qualifications plus demonstrated experience contributing to process documentation, SOPs, or knowledge management
Preferred
Experience with incident management or ticketing systems (ServiceNow preferred; others acceptable)
Experience with Microsoft Office 365 and Microsoft Teams
Familiarity with MFA/token issuance and authentication processes
Prior experience working in secure or classified environments
IT-related certifications (A+, Network+, Security+, ITIL, etc.)
Strong analytical and problem-solving skills
Ability to work independently with limited direction while managing multiple priorities
Benefits
Competitive pay
Comprehensive benefits
Company
Omega Technical Services
Omega Technical Services offers technical support to federal government agencies involved in nuclear weapons management.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Tim Trapuzzano
Chief Executive Officer
Company data provided by crunchbase