IT Customer Support Specialist

Overview

Omega Technical Services is seeking a highly motivated IT Customer Support Specialist 1 to support ongoing operations at Los Alamos, NM. This position plays a vital role in advancing critical mission objectives within a highly regulated and technically demanding environment.

The IT Customer Support Specialist 1 provides onsite technical support to users within secure LANL environments. This role coordinates, diagnoses, and troubleshoots incoming IT requests related to user accounts, desktop and laptop systems, network services, and authentication access. Support may also be provided to remote users accessing LANL networks, clusters, or supercomputers.

• Coordinate, diagnose, and troubleshoot incoming IT support requests from users.
• Provide technical support for user accounts, desktop and laptop systems, and network services.
• Support external users accessing LANL systems from remote locations.
• Resolve issues in a timely manner or escalate to appropriate technical personnel when necessary.
• Provide case status updates to customers and internal stakeholders.
• Assist with weekly reporting, including machine usage statistics for management and end-users.
• Analyze and interpret information from multiple sources into meaningful data.
• Assist with gathering and reporting machine availability and stability data for High Performance Computing clusters.
• Support and maintain effective working relationships with users.
• Develop, document, and follow standard operating procedures and customer service guidelines.
• Support credentialing and MFA/token issuance for network access.
• Work primarily within Windows desktop environments.
• Participate in required training to maintain technical and security compliance.

• College degree in an IT-related field preferred but not required.
• Equivalent combinations of education and experience will be considered.
• Position is not intended for candidates with entry level experience.

• Minimum of 2 years of related IT experience
  , or an equivalent combination of education and experience.
• Active DOE Q Clearance (must be held prior to submittal; active TS may be considered).
• Basic computer skills, including navigating file systems, web applications, and data entry.
• Experience providing customer-facing technical support.
• Ability to apply standard IT principles, procedures, and troubleshooting techniques.
• Strong communication and customer service skills.
• Ability to work 100% onsite during standard daytime business hours.
• Ability to follow established procedures and work under ongoing supervision.

• College degree in an IT-related field.
• Experience working in a service desk or operations center environment.
• Experience with incident management or ticketing systems (Service Now preferred; others acceptable).
• Experience with Microsoft Office 365 and Microsoft Teams.
• Familiarity with MFA (multi-factor authentication) token issuance.
• IT-related certifications (A+, Network+, Security+, ITIL, etc.).
• Prior experience working in a secure or classified environment.

A 40 hour work week is scheduled. Client utilizes various work schedules including 5/8s (8 hour/day; five days per week), 4/10's (10 hours/day; four days per week), and 9/80's (9 hours/day, five days on week AA and four days on week BB). Work week excludes client holidays. Each workday has a 30-minute lunch. Overtime will be expected at times to meet deliverables and will be utilized at the discretion of the Manager.

Omega Technical Services is a Service-Disabled Veteran-Owned Small Business and a trusted partner to the Department of Energy, Department of Defense, and other commercial clients, supporting mission-critical projects that shape national security and technological innovation. Our culture is defined by leadership, initiative, and trust. Our values drive meaningful outcomes and long-term impact.

At Omega Technical Services, you ll work alongside elite subject matter experts who thrive on being challenged, innovation, and collaboration. We offer competitive pay, comprehensive benefits, and the opportunity to grow your career in a mission-first, people-focused environment.

When you join Omega Technical Services, you re not just starting a job, you re building a career that honors the past, powers today s progress, and accelerates the most vital missions of tomorrow.

Omega Technical Services is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment regardless of their race, color, religion, sex, sexual orientation, gender identity, national origin, age, or status as a qualified individual with a disability or protected veteran.