Mobility/IT Customer Support Technician

Join us and make YOUR mark on the World!

Are you interested in joining some of the brightest talent in the world to strengthen the United States' security? Come join Lawrence Livermore National Laboratory (LLNL) where our employees apply their expertise to create solutions for BIG ideas that make our world a better place.

We are committed to a diverse and equitable workforce with an inclusive culture that values and celebrates the diversity of our people, talents, ideas, experiences, and perspectives. This is important for continued success of the Laboratory's mission.

Pay Range

$41.93 - $51.33 at the 525.2 level

$50.28 - $61.57 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.

We're looking for a Mobility/IT Customer Support Technician to provide customer service and support to the Laboratory's institutional mobility program, including device deployment, troubleshooting, support, and retirement/management. You will provide basic computer and software support, including non-complex operating functions, password resets, and loaner device appointment set-up and returns. This position is in the Information Technology Operations (ITO) Division supporting the Livermore Information Technology (LivIT) Program within the Computing Directorate.

This position may offer a hybrid schedule, which includes the flexibility to work from home one or moredays per week, after a probationary period. The specifics of the hybrid schedule, including the exact number of days required in the office and virtual work options may vary based on the needs of the team and the organization.

This position will be filled at eitherlevel 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.

You will

• Provide intermediate technical support to the user community by answering calls, emails, support request/incidents, assisting and/or troubleshooting customers and documenting the details.
• Provision and deploy mobile devices in accordance with policies and procedures, ensuring devices are properly managed and are functional for use.
• Perform computer support services while overseeing software updates, mobile device utilization, and process documentation.
• Provide hands-on assistance with device operation and rules for use.
• Assist in the property management process for all mobile devices from acquisition to excess.
• Serve as point of contact for the mobility loaner program and international service request by coordinating the device deployment/return process.
• Perform intermediate installations and configurations.
• Perform other duties as assigned.
• Deliver exceptional customer service by responding to inquiries in a timely and professional manner, ensuring users feel supported and valued.
• Perform other duties as assigned.

Additional job responsibilities, at the 525.3 level

• Perform complex installations and configurations.
• Provide advanced technical assistance to the user community.
• Generate detailed reports to manage small projects related to multiple complex database systems with a high degree of accuracy.

• Ability to secure and maintain a U.S. DOE Q-level security clearance which requires U.S. citizenship.
• Associate's degree in a Computer or Engineering related field, or equivalent combination of technical training and experience.
• Experience multi-tasking and prioritizing workload in a fast-paced environment with rapidly changing priorities.
• Experience and knowledge of administering, troubleshooting, maintaining, and repairing computers or mobile devices.
• Knowledge of electronics terminology, standards, procedures, and techniques.
• Experience maintaining clear and accurate records with attention to detail.
• Experience working with customers, addressing issues, and managing customer concerns and requests over the phone or in person.
• Experience updating policies and procedures or knowledge base articles.

Additional qualifications at the 525.3 level

• Advanced knowledge of the Apple iOS operating system and associated hardware.
• Significant experience creating step by step directions for repetitive tasks to help improve processes, workflows or end user experience.
• Significant experience of resolving complex system and or network-related problems.

#LI-Hybrid

Position Information

This is a Career Indefinite position, open to Lab employees and external candidates.

Why Lawrence Livermore National Laboratory?

• Included in 2025 Best Places to Work by Glassdoor!
• FlexibleBenefits Package
• 401(k)
• Relocation Assistance
• Education Reimbursement Program
• Flexible schedules (*depending on project needs)
• Inclusion, Diversity, Equity and Accountability (IDEA) - visithttps://www.llnl.gov/diversity
• Our core beliefs - visithttps://www.llnl.gov/diversity/our-values
• Employee engagement - visithttps://www.llnl.gov/diversity/employee-engagement

Security Clearance

This position requires a Department of Energy (DOE) Q-level clearance.If you are selected, wewill initiate a Federal background investigation to determine if youmeet eligibility requirements for access to classified information or matter. Also, all L or Q cleared employees are subject to random drug testing. Q-level clearance requires U.S. citizenship.

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 useand/or possession ofmobile devices in Limited Areas. Depending on your job duties, you may be required to work in a Limited Area whereyou are not permitted to have a personal and/or laboratory mobile devicein your possession. This includes, but not limited to cell phones, tablets, fitness devices, wireless headphones, and other Bluetooth/wireless enabled devices.

Ifyou useamedical device, whichpairs with a mobile device,you must still follow the rules concerningthe mobile device in individual sections within Limited Areas. Sensitive Compartmented Information Facilities requireseparate 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.

We invite you to review the Equal Employment Opportunity posters which include EEO is the Law and Pay Transparency Nondiscrimination Provision.

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.

CaliforniaPrivacy Notice

The California Consumer Privacy Act (CCPA) grants privacy rights to all California residents. The law also entitlesjob 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.