IT Help Desk Technician

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 dedicated to fostering a culture that values individuals, talents, partnerships, ideas, experiences, and different perspectives, recognizing their importance to the continued success of the Laboratory's mission.

Pay Range

$41.93 - $51.33 Hourly at the 525.2 level

$50.28 - $61.57 Hourly at the 525.3 level

This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting; pay will not be below any applicable local minimum wage. An employee's position within the salary range will be based on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, and business or organizational needs.

We're looking for an IT Help Desk Technician to provide Tier 1 desktop support in a demanding and fast-paced environment. You will provide support for a comprehensive range of complex IT services including troubleshooting and resolving customer issues and requests, documenting all service calls and solutions, and researching and troubleshooting hardware and software related issues. This position is in the Information Technology Operations (ITO) Division within Computing and matrixed to the Global Security Directorate (GS) working within Field Intelligence Element (FIE) Operations.

This position requires full-time on-site presence due to the nature of the work.

This position will be filled at eitherlevel 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.

You will

• Provide technical assistance and support to the user community by answering calls, walk-ins, emails and self-service requests for Windows operating systems and the core operating environment, including but not limited to Microsoft Office, Active Directory, Multifactor Authentication Services, remote access, encryption software, and PKI certificates.
• Provide effective and efficient customer service and support with the ability to multi-task.
• Provide general technical guidance to the local users in support of all IT services supported by the FIE Help Desk.
• Create, document, escalate, and track concise tickets through SolarWinds.
• 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 trending issues that are affecting the FIE Help Desk and report to the appropriate management, including scripting repetitive tasks to help improve wait times.
• Develop, modify, or utilize advanced work methods to support Windows and Linux operating systems, the core operating environment, Microsoft Office, and encryption tools.

• Ability to secure and maintain a U.S. DOE Q-level security clearance which requires U.S. citizenship.
• 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.
• Demonstrated proficiency and experience with the Windows operating system.
• Experience troubleshooting, analyzing, and resolving moderately complex IT problems with a focus on details to ensure follow-through to ensure 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, courtesy, and patience.
• Strong active listening, typing, and documentation skills.

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 wait times.

Qualifications We Desire

• Experience using the SolarWinds (or similar) ticket management tool.
• Experience working at a service desk and/or call center.
• Experience supporting Unix or Linux.

#LI-Onsite

Position Information

This is a Career Indefinite position, open to Lab employees and external candidates.

Why Lawrence Livermore National Laboratory?

• Included in 2025 Best Places to Work by Glassdoor!
• FlexibleBenefits Package
• 401(k)
• Relocation Assistance
• Education Reimbursement Program
• Flexible schedules (*depending on project needs)
• Our core beliefs - visithttps://www.llnl.gov/inclusion/our-values

Security Clearance

This position requires a Department of Energy (DOE) Q-level clearance. Also, you must have the ability to obtain and maintain Sensitive Compartmented Information (SCI) access.If you are selected, we willinitiate a Federal background investigation to determine if youmeet eligibility requirements for access to classified information or matter. Also, all L or Q cleared employees are subject to random drug testing. Q-level clearance requires U.S. citizenship.

Pre-Employment Drug Test

External applicant(s) selected for this position must 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.

Wireless and Medical Devices

Per the Department of Energy (DOE), Lawrence Livermore National Laboratory must meet certain restrictions with the useand/or possession ofmobile devices in Limited Areas. Depending on your job duties, you may be required to work in a Limited Area whereyou are not permitted to have a personal and/or laboratory mobile devicein your possession. This includes, but not limited to cell phones, tablets, fitness devices, wireless headphones, and other Bluetooth/wireless enabled devices.

Ifyou useamedical device, whichpairs with a mobile device,you must still follow the rules concerningthe mobile device in individual sections within Limited Areas. Sensitive Compartmented Information Facilities requireseparate approval. Hearing aids without wireless capabilities or wireless that has been disabled are allowed in Limited Areas, Secure Space and Transit/Buffer Space within buildings.

How to identify fake job advertisements

Please be aware of recruitment scams where people or entities are misusing the name of Lawrence Livermore National Laboratory (LLNL) to post fake job advertisements. LLNL never extends an offer without a personal interview and will never charge a fee for joining our company. All current job openings are displayed on the Career Page under "Find Your Job" of our website. If you have encountered a job posting or have been approached with a job offer that you suspect may be fraudulent, we strongly recommend you do not respond.

To learn more about recruitment scams:https://www.llnl.gov/sites/www/files/2023-05/LLNL-Job-Fraud-Statement-Updated-4.26.23.pdf

Equal Employment Opportunity

We are an equal opportunity employer that is committed to providing all with a work environment free of discrimination and harassment. 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.

Reasonable Accommodation

Our goal is to create an accessible and inclusive experience for all candidates applying and interviewing at the Laboratory. If you need a reasonable accommodation during the application or the recruiting process, please use our online form to submit a request.

CaliforniaPrivacy Notice

The California Consumer Privacy Act (CCPA) grants privacy rights to all California residents. The law also entitlesjob 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.