IT Customer Support Specialist

What You Will Do

Los Alamos National Laboratory (LANL) is seeking a highly skilled and customer-focused IT professional to join our team in a critical support role. You will support the accounts office in issuing credentials for network access, serve as a primary point of contact for users experiencing technical issues related to authentication and access on LANL networks. This customer‑facing position requires strong communication skills, technical expertise, and a commitment to delivering exceptional service.

• Provide front‑line support for user authentication issues, including login problems, credential management, and access to LANL systems.
• Deliver timely resolution of technical problems or escalated complex issues to appropriate technical teams.
• Maintain clear and consistent communication with customers, including case status updates and resolution timelines.
• Generate and distribute weekly reports on machine usage statistics to management and end‑users.
• Develop and maintain strong working relationships with internal customers to ensure high levels of satisfaction.
• Create, document, and implement standard operating procedures and customer service guidelines for remote IT support.
• Apply broad technical experience and professional judgment to resolve complex issues creatively and effectively.

Salary ranges:
Level 1 – $53,700 to $82,500;
Level 2 – $64,700 to $101,400.

• Operate with minimal supervision and may coordinate the activities of other support personnel.
• Exercise significant latitude in determining objectives and methods for new assignments.

• Demonstrated experience in customer‑facing IT support roles, particularly in authentication and access management.
• Strong problem‑solving skills and the ability to work independently in a fast‑paced environment.
• Excellent written and verbal communication skills.
• Experience with documenting procedures and generating technical reports.
• Proven ability to manage multiple priorities and provide timely updates to stakeholders.

• Intermediate computer and application literacy (Microsoft Office, collaboration & communication tools, and file management).
• Operate with minimal supervision and may coordinate the activities of other support personnel.
• Experience with incident management systems and applications.

Lower level:
High school diploma or equivalent and two years of related experience, or an equivalent combination of education and experience directly related to the occupation.

Higher level:
Bachelor’s degree and two years of related experience, or an equivalent combination of education and experience directly related to the occupation.

• Ability to obtain and maintain a DOE Q clearance, which may include a background investigation and other security requirements.
• Proven experience working in a customer‑facing environment, delivering clear communication, problem resolution, and positive customer experiences.

Drive a vehicle, lift up to 20 pounds, bend, move.

This position is located onsite in Los Alamos, NM.

The position requires a one‑year continuous service commitment for regular appointment employees.

This position requires Q clearance. Eligibility requires U.S. citizenship except in very limited circumstances.

Los Alamos National Laboratory is an equal opportunity employer. All employment practices are based on qualification and merit, without regard to protected categories such as 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, state, and local 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.