Technical Support Specialist (Computing Systems Tec 3/4) in Los Alamos, New Mexico

What You Will Do

The EasyIT Group at Los Alamos National Laboratory seeks an energetic and customer-focused individual to provide in-person support for mobile systems at our EasyIT Storefronts. The EasyIT Store team deploys and supports both iPhones and iPads, as well as flip phones and data devices to both onsite and remote employees. We are looking for an experienced technician with retail experience and excellent customer service skills to work in a fast paced and energetic environment. The selected candidate will provide technical support to users with issues involving accounts, cellular devices, or network services, including timely resolution of problems or escalation to appropriate technical personnel on behalf of the customer. In addition, the selected candidate will be integrated into the larger EasyIT Store team, supporting store operations and providing a customer-centric experience to all LANL employees.

This position will be filled at either the CST-3 or CST-4 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.

Computing Systems Tec 3 (CST-3) ($56,300 – $87,200):

The successful candidate will perform the full spectrum of remote and field level mobile system administration, including but not limited to:

• Resolve issues or fulfill requests utilizing the Service Now application

• Troubleshoot issues in-person, pulling resources when necessary

• Setup and installation of hardware and software

• Provide outstanding customer service, anticipating customer needs and requirements

Computing Systems Tec 4 (CST-4) ($67,800 – $107,700)

In addition to the above, the successful candidate will perform the following, including but not limited to:

• Installing, configuring, and troubleshooting mobile hardware

• Collaborating with back-end teams to resolve complicated technical issues

• Providing technical input on hardware standards and configurations

What You Need

Minimum Job Requirements:

The successful candidate will perform the full spectrum of remote and field level Windows and Mac desktop administration, including but not limited to:

Computing Systems Tec 3 (CST-3) ($56,300 – $87,200):

The successful candidate must:

• Technical experience with navigating ios devices

• Have good time management and organization skills

• Have the ability to follow procedures and checklists, ensuring consistent service delivery

• Work well in a team environment, providing support to other services as applicable

Computing Systems Tec 4 (CST-4) ($67,800 – $107,700)

In addition to the above, the successful candidate must:

• Experience troubleshooting mobile IOS

• Experience with backend troubleshooting and activating mobile applications (Verizon backend applications)

• Experience with service process improvement

• Be able to manage projects to fulfill customer technical needs

• Be able to communicate technical information to both technical and non-technical personnel

Education at Higher Level: Position requires a High School diploma or equivalency and 4-6 years directly related experience; or; an equivalent combination of education and experience directly related to the occupation. Technical Institute graduation or AA degree may be preferred.

Education at Lower Level: Position requires a High School diploma or equivalency and 2-4 years directly related experience; or; an equivalent combination of education and experience directly related to the occupation. Technical Institute graduation or AA degree may be preferred. At this level applicable foundational vendor certification is desirable.

Desired Qualifications:

• Intermediate knowledge of hardware and software integration and testing.

• Verizon training and/or certifications

• Relevant IT LinkedIn/ Google customer service trainings

• Ticket system management experience

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 Division Leader. The position commitment for this position is 1 year.

Note to Applicants: Please provide a comprehensive cover letter that details how you meet the qualifications for the position.

Where You Will Work

Located in beautiful northern New Mexico, Los Alamos National Laboratory (LANL) is a multidisciplinary research institution engaged in strategic science on behalf of national security. Our generous benefits package includes:

• PPO or High Deductible medical insurance with the same large nationwide network

• Dental and vision insurance

• Free basic life and disability insurance

• Paid maternity and parental leave

• Award-winning 401(k) (6% matching plus 3.5% annually)

• Learning opportunities and tuition assistance

• Flexible schedules and time off (paid sick, vacation, and holidays)

• Onsite gyms and wellness programs

• Extensive relocation packages (outside a 50-mile radius)

Additional Details

Directive 206.2 – Employment with Triad requires a favorable decision by NNSA indicating employee is suitable under NNSA Supplemental Directive 206.2 (https://directives.nnsa.doe.gov/supplemental-directive/sd-0206-0002) . Please note that this requirement applies only to citizens of the United States. Foreign nationals are subject to a similar requirement under DOE Order 142.3A.

Clearance: Q (Position will be cleared to this level). Selected applicants will be subject to a background investigation conducted by or on behalf of the Federal Government, and must meet eligibility requirements* for access to classified matter. This position requires a Q clearance. and obtaining such clearance requires US Citizenship except in extremely rare circumstances. Dependent upon the position, additional authorization to access classified information may be required, which may or may not be available to dual citizens. Receipt of a Q clearance and additional access authorization ultimately is a decision of the Federal Government and not of Triad.

*Eligibility requirements: To obtain a clearance, an individual must be at least 18 years of age; U.S. citizenship is required except in very limited circumstances. See DOE Order 472.2 (https://www.directives.doe.gov/directives-documents/400-series/0472.2-BOrder-A/@Aimages/file) for additional information.

New-Employment Drug Test: The Laboratory requires successful applicants to complete a new-employment drug test and maintains a substance abuse policy that includes random drug testing. Although New Mexico and other states have legalized the use of marijuana, use and possession of marijuana remain illegal under federal law. A positive drug test for marijuana will result in termination of employment, even if the use was pre-offer.

Regular position: Term status Laboratory employees applying for regular-status positions are converted to regular status.

Internal Applicants: Regular appointment employees who have served the required period of continuous service in their current position are eligible to apply for posted jobs throughout the Laboratory. If an employee has not served the required period of continuous service, they may only apply for Laboratory jobs with the documented approval of their Division Leader. Please refer to Policy Policy P701 for applicant eligibility requirements.

Equal Opportunity: Los Alamos National Laboratory is an equal opportunity employer and supports a diverse and inclusive workforce. All employment practices are based on qualification and merit, without regard to race, color, national origin, ancestry, religion, age, sex, gender identity, sexual orientation, marital status or spousal affiliation, physical or mental disability, medical conditions, pregnancy, status as a protected veteran, genetic information, or citizenship within the limits imposed by federal laws and regulations. The Laboratory is also committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request such an accommodation, please send an email to [email protected] or call 1-505-664-6947 option 2 and then option 3.