Posted today
DoE Q or L
Unspecified
Unspecified
IT - Support
Livermore, CA (On-Site/Office)
Company Description
Join us and make YOUR mark on the World!
Lawrence Livermore National Laboratory (LLNL) has turned bold ideas into world-changing impact advancing science and technology to strengthen U.S. security and promote global stability.
Our mission spans four critical national security areas nuclear deterrence, threat preparedness, energy security, and multi-domain defense empowering teams to take on the toughest challenges of today and tomorrow. With a culture built on innovation and operational excellence, LLNL is a place where your expertise can make a real impact.
Job Description
We're looking for an IT Service Desk Technician to provide desktop, network technical support, and hybrid on-site support when needed, in a demanding and fast-paced environment for approximately 7,000 on and off-site employees, and collaborators, working under general supervision. You will provide support for a comprehensive range of complex IT services supported by the service desk 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 Livermore Information Technology (LivIT) Program.
This position offers a hybrid work schedule. On-site presence to meet business needs may be required at times.
This position will be filled at either 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
Additional job responsibilities at the 525.3 Level
Qualifications
Additional Qualifications at the 525.3 Level
Desired Qualifications
Pay Range
$43.55 - $53.36 Hourly at the 525.2 level
$52.23 - $63.97 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.
Additional Information
#LI-Onsite
Position Information
This is a Career Indefinite position, open to Lab employees and external candidates.
Why Lawrence Livermore National Laboratory?
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.
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 use and/or possession of mobile devices in Limited Areas. Depending on your job duties, you may be required to work in a Limited Area where you are not permitted to have a personal and/or laboratory mobile device in your possession. This includes, but not limited to cell phones, tablets, fitness devices, wireless headphones, and other Bluetooth/wireless enabled devices.
If you use a medical device, which pairs with a mobile device, you must still follow the rules concerning the mobile device in individual sections within Limited Areas. Sensitive Compartmented Information Facilities require separate 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.
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 .
Join us and make YOUR mark on the World!
Lawrence Livermore National Laboratory (LLNL) has turned bold ideas into world-changing impact advancing science and technology to strengthen U.S. security and promote global stability.
Our mission spans four critical national security areas nuclear deterrence, threat preparedness, energy security, and multi-domain defense empowering teams to take on the toughest challenges of today and tomorrow. With a culture built on innovation and operational excellence, LLNL is a place where your expertise can make a real impact.
Job Description
We're looking for an IT Service Desk Technician to provide desktop, network technical support, and hybrid on-site support when needed, in a demanding and fast-paced environment for approximately 7,000 on and off-site employees, and collaborators, working under general supervision. You will provide support for a comprehensive range of complex IT services supported by the service desk 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 Livermore Information Technology (LivIT) Program.
This position offers a hybrid work schedule. On-site presence to meet business needs may be required at times.
This position will be filled at either 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 (remote) technical assistance and support to the user community by answering calls, emails and self-service requests for Windows and Mac OS X operating systems and the core operating environment, including but not limited to Microsoft Office 365 Cloud, Cisco Unified Communications applications, Active Directory, Multifactor Authentication Services, remote access, and encryption software.
- 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 trending 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 and wait times.
- Develop, modify, or utilize advanced work methods to support Windows, Mac OS X operating system and the core operating environment, Microsoft Office 365 Cloud and encryption tools including software.
Qualifications
- 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.
- Demonstrated 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 knowledge base 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.
- Experience working at a service desk and/or call center.
- Experience supporting Unix or Linux.
Pay Range
$43.55 - $53.36 Hourly at the 525.2 level
$52.23 - $63.97 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.
Additional Information
#LI-Onsite
Position Information
This is a Career Indefinite position, open to Lab employees and external candidates.
Why Lawrence Livermore National Laboratory?
- Included in 2026 Best Places to Work by Glassdoor!
- Flexible Benefits Package
- 401(k)
- Relocation Assistance
- Education Reimbursement Program
- Flexible schedules (*depending on project needs)
- Our values - visit https://www.llnl.gov/inclusion/our-values
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.
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 use and/or possession of mobile devices in Limited Areas. Depending on your job duties, you may be required to work in a Limited Area where you are not permitted to have a personal and/or laboratory mobile device in your possession. This includes, but not limited to cell phones, tablets, fitness devices, wireless headphones, and other Bluetooth/wireless enabled devices.
If you use a medical device, which pairs with a mobile device, you must still follow the rules concerning the mobile device in individual sections within Limited Areas. Sensitive Compartmented Information Facilities require separate 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.
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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