IT Customer Support Specialist

USD $73,000.00 - USD $89,000.00 /Yr.

Omega Technical Services is seeking a highly motivated IT Customer Support Specialist II (Level 2 / Level
3) to support ongoing operations in 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 provides onsite technical support services to internal and external users operating within secure LANL environments. This role coordinates, diagnoses, troubleshoots, and resolves a wide range of IT issues related to user accounts, desktop and laptop systems, network access, and authentication services. This is a customer‑facing, onsite role requiring daily interaction with users, issuance of credentials and MFA tokens, and coordination with field services and technical teams.

Level II and Level III specialists perform similar core functions, with Level III contributing more heavily to documentation, process improvement, and knowledge development.

Location: Onsite – Los Alamos, NM

Schedule: Daytime hours between 7:00 AM – 5:00 PM (9/80 or 5/8 schedules)

Clearance Required: Active DOE Q Clearance (required at start)

Assignment Duration: 2 years (possible extension/conversion)

• 2 – Level II
• 1 – Level III

• Serve as a primary point of contact for incoming IT support requests (in person and via ticketing systems).
• Diagnose and resolve hardware, software, account, and network access issues in a secure environment.
• Issue credentials, tokens, and multi‑factor authentication (MFA) devices to verified users.
• Provide timely problem resolution or escalate issues to appropriate technical teams when necessary.
• Maintain accurate case documentation and provide status updates to users and stakeholders.
• Utilize incident management tools (e.g., Service Now or similar) to track and resolve issues.
• Support primarily Windows‑based desktop environments.
• Analyze and interpret data from multiple information sources to support reporting and service improvement.
• Contribute to documentation, standard operating procedures, and customer service guidelines.
• Maintain strong working relationships with customers and internal IT teams.
• Participate in required training to maintain technical and security compliance.
• Support limited local travel between two onsite locations (approximately 10 minutes apart).

• Level II
  • Bachelor’s degree in an IT‑related field and a minimum of 5 years of relevant experience OR an equivalent combination of education and experience.
• Level III
  • Bachelor’s degree in an IT‑related field and a minimum of 8 years of relevant experience OR an equivalent combination of education and experience.

• Active DOE Q Clearance (must be held prior to submittal; active TS may be considered).
• Experience providing customer‑facing IT support in a service desk or operations environment.
• Strong computer literacy, including navigating file systems, web applications, and data entry.
• Experience supporting Windows desktop environments.
• Excellent communication and customer service skills.
• Ability to work 100% onsite during standard daytime business hours.

• All Level II qualifications plus demonstrated experience contributing to process documentation, SOPs, or knowledge management.

• Experience with incident management or ticketing systems (Service Now preferred; others acceptable).
• Experience with Microsoft Office 365 and Microsoft Teams.
• Familiarity with MFA/token issuance and authentication processes.
• Prior experience working in secure or classified environments.
• IT‑related certifications (A+, Network+, Security+, ITIL, etc.).
• Strong analytical and problem‑solving skills.
• Ability to work independently with limited direction while managing multiple priorities.

A 40‑hour work week is scheduled. The client utilizes various work schedules including 5/8s (8 hour/day; five days per week), 4/10s (10 hour/day; four days per week), and 9/80s (9 hour/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…