Classified Account Access Support Technician - ACTIVE SECURITY CLEARANCE REQUIRED

Lawrence Livermore National Laboratory
Livermore, CA 94550

We have an opening for a Classified Account Access Support Technician. You will be a member of the Classified Account Access Support Team providing tier one support for classified systems access, incidents, and requests in support of LLNL classified networks. This position is in the Information Technology Operations (ITO) Division in the Computing Directorate.

This position will be filled at either the 525.2. or 525.3 level based on knowledge and related experience as assessed by the hiring team. Additional job responsibilities (outlined below) will be assigned if hired at the higher level.

In this role you will

  • 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.

Additional job responsibilities 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 tending 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 wait times.

  • This position requires an active Department of Energy (DOE) Q-level clearance or active Top-Secret clearance issued by another U.S. government agency at the time of hire.
  • 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.
  • 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.

Additional Qualifications 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 as well as writing knowledge base articles in ServiceNow.
  • Experience working at a service desk and/or call center.
  • Intermediate knowledge of and experience with account management systems, (e.g., Active Directory, Multi-factor authentication) as well as understanding of classified network policies and procedures.

Why Lawrence Livermore National Laboratory?

  • Included in 2020 Best Places to Work by Glassdoor!
  • Work for a premier innovative national Laboratory
  • Comprehensive Benefits Package
  • Flexible schedules (*depending on project needs)
  • Collaborative, creative, inclusive, and fun team environment

Learn more about our company, selection process, position types and security clearances by visiting our Career site.

Security Clearance

LLNL is a Department of Energy (DOE) and National Nuclear Security Administration (NNSA) Laboratory. Most positions will require a DOE L or Q clearance (please reference Security Clearance requirement). 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. An L or Q 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. For additional information please see DOE Order 472.2.

Equal Employment Opportunity

LLNL is an affirmative action and equal opportunity employer that values and hires a diverse workforce. 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, pregnancy, protected veteran status, age, citizenship, or any other characteristic protected by applicable laws.

If you need assistance and/or a reasonable accommodation during the application or the recruiting process, please submit a request via our online form.

California Privacy Notice

The California Consumer Privacy Act (CCPA) grants privacy rights to all California residents. The law also entitles job applicants, employees, and non-employee workers to be notified of what personal information LLNL collects and for what purpose. The Employee Privacy Notice can be accessed here.

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Join us and make YOUR mark on the World!

Are you interested in joining some of the brightest talent in the world to strengthen the United States' security? Come join Lawrence Livermore National Laboratory (LLNL) where our employees apply their expertise to create solutions for BIG ideas that make our world a better place.

We are looking for individuals that demonstrate an understanding of working in partnership with team peers, who engage, advocate, and contribute to building an inclusive culture, and provide expertise to solve challenging problems.

"},"jobDescription":{"title":"Job Description","text":"

We have an opening for a Classified Account Access Support Technician. You will be a member of the Classified Account Access Support Team providing tier one support for classified systems access, incidents, and requests in support of LLNL classified networks. This position is in the Information Technology Operations (ITO) Division in the Computing Directorate.

This position will be filled at either the 525.2. or 525.3 level based on knowledge and related experience as assessed by the hiring team. Additional job responsibilities (outlined below) will be assigned if hired at the higher level.

In this role you will

  • 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.

Additional job responsibilities 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 tending 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 wait times.
"},"qualifications":{"title":"Qualifications","text":"
  • This position requires an active Department of Energy (DOE) Q-level clearance or active Top-Secret clearance issued by another U.S. government agency at the time of hire.
  • 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.
  • 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.

Additional Qualifications 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 as well as writing knowledge base articles in ServiceNow.
  • Experience working at a service desk and/or call center.
  • Intermediate knowledge of and experience with account management systems, (e.g., Active Directory, Multi-factor authentication) as well as understanding of classified network policies and procedures.

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Classified Account Access Support Technician - ACTIVE SECURITY CLEARANCE REQUIRED

Lawrence Livermore National Laboratory
Livermore, CA 94550

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