IT Customer Support Technician

Responsibilities

Coordinates, diagnoses and troubleshoots incoming calls from users. Provides support services to users with technical problems and information technology issues involving accounts, desktop, laptop or network services or from external users who may be using LANL networks, clusters or supercomputers from remote locations. Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provides case status updates which may also include weekly reporting of machine usage statistics to management and end-users.

Analyzes and interprets disparate information sources into meaningful data. May also gather and report on machine availability and stability data for High Performance Computing Clusters. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support.

A seasoned, experienced professional with a full understanding of specialized area plus working knowledge of other related fields. Resolves a wide range of issues in creative ways. This job is the fully qualified, career-oriented, journey-level position. Provides resolutions to a diverse range of complex problems where analysis of data requires evaluation of identifiable factors. Contributes to the development of organizations goals and objectives.

Works under limited direction; receives general instructions on new assignments. Work is evaluated upon completion to ensure objectives have been met. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Determines approach to solutions, plans schedule and arranges own activities in accomplishing objectives.

Position typically requires a bachelor's degree in a relevant field, a minimum of 5 years of related experience or an equivalent combination of education and experience.