Classified Account Support Technician

Lawrence Livermore National Laboratory
Livermore, CA 94550

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 a Classified Account Support Technician. You will provide tier one support for classified systems access, incidents and requests in support of LLNLs Classified Account Access Management Team. 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 depending on your qualifications. Additional job responsibilities (outlined below) will be assigned if you are selected at the higher level.

Essential Duties
- Provide support to user community by answering calls, emails, support requests, walk-ins, and documenting in the ServiceNow ticket management tool in support of classified network assistance on multiple classified systems.
- Provide intermediate troubleshooting for classified accounts on Windows and Linux systems, working under general supervision.
- Provision multi-factor authentication smartcards and track and report inventory, following strict security procedures pertaining to classified access.
- Manage account access for all classified systems including creating and disabling accounts.
- Collaborate with Tier 2 and Tier 3 IT teams supporting classified networks.
- Write technical solutions for a commercial IT knowledgebase and document processes for training purposes.
- Support internal and external audits utilizing advance knowledge and expertise to ensure accounts are in compliance between multiple applications.
- Perform other duties as assigned.
In Addition at the 525.3 Level
- Represent team in quarterly technical meetings with external stakeholders to discuss system updates, projects, process changes, top customer issues and other technical scope.
- Develop and analyze weekly and monthly reports for distribution to all levels of management and based on analysis, make recommendations for process/procedure improvements.
- Develop and perform software quality assurance testing after deployment of each Windows or Linux virtual desktop image upgrade.

- Associates degree in a computer related field, or equivalent combination of technical training and experience.
- Experience with computers, software, and database systems with the ability to troubleshoot and solve basic technical problems.
- Comprehensive knowledge of and experience with networks, applications, and access controls.
- Experience multi-tasking and prioritizing workload in a fast-paced environment with rapidly changing priorities.
- Effective verbal and written communication skills with a focus on customer support, knowledge sharing, and maintaining a professionalism demeanor.
- Ability to maintain clear and accurate records with a high level of attention to detail.
In Addition at the 525.3 Level
- Advanced knowledge of and experience with account management systems, (e.g., Active Directory, Multi-factor authentication).
- Advanced understanding of classified network policies and procedures.
- Experience providing software application support.

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

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 applyingcutting-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.


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Classified Account Support Technician

Lawrence Livermore National Laboratory
Livermore, CA 94550

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