IT Support Specialist, Q or "Top Secret" Clearance REQUIRED

GEM Technologies, Inc.•Los Alamos, NM

1d•Onsite

About The Position

We are seeking a IT Support Specialist, Q or "Top Secret" Clearance REQUIRED to join our team supporting the Los Alamos National Laboratory! This position is full-time and will be based out of Los Alamos, New Mexico. Responsibilities Must have an active Q or "Top Secret" Clearance to be considered. Coordinate, diagnose and troubleshoot incoming calls from users. Provide 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. Provide timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provide case status updates which may also include weekly reporting of machine usage statistics to management and end-users. Analyze and interpret disparate information sources into meaningful data. Gather and report on machine availability and stability data for High Performance Computing Clusters. Support and maintain effective relationships with users. Develop, document, and implement standard operating procedures and customer service guidelines relating to remote IT support. Requirements Education & Years of Experience – College Degree desired but will consider 5+ years of relevant hands-on IT experience in lieu of a degree. Citizenship – To be considered, you must be a United States (U.S.) citizen due to the federal nature of the work. Clearance – To be considered, you must have an active or very recently active DOE “Q” Clearance or DoD “Top Secret” Clearance. Position typically requires a minimum of five years related experience, or an equivalent combination of education and experience Must have experience with incident management tools (SNOW is one example but others would be considered as well). Must have experience with MSOffice 365/Teams. MFA (multifactor authentication) token experience would be beneficial (will be issuing those). Position is 100% onsite, schedule will be either 9/80s or 5/8s. About the Site The NNSA's Los Alamos National Laboratory (LANL), located in Los Alamos, New Mexico, is a design laboratory responsible for the safety and reliability of the nuclear explosives package in nuclear weapons. This lab possesses unique capabilities in neutron scattering, enhanced surveillance, radiography, and plutonium science and engineering (energy.gov). ABOUT GEM GEM Technologies, Inc. (GEM) is an award-winning federal contractor with more than 30 years of experience providing environmental, construction, facility management, and technical services to federal agencies, state and local governments, and commercial organizations. Founded in 1994 as a nuclear engineering firm to support federal operations in East Tennessee, GEM has since expanded into a nationwide, multi-disciplinary provider with over 270 employees and a diverse portfolio of contracts in the environmental, nuclear, and defense sectors. Some reasons to join GEM are: Our philosophy – We believe in the power of effective collaboration and recognize that good partnerships are the building blocks to success. Our relationships – Partnering with federal clients, we solve complex problems, exceed expectations, and advance critical missions. Our team – We are committed to managing a cohesive workforce and cultivating a supportive workplace for our employees on contracts and in-office. Our community involvement – Supporting our communities, we invest time and money in local schools and non-profit organizations. COMPENSATION AND BENEFITS GEM’s offered compensation is dependent on candidates’ education, qualifications, and relevant years of experience. To recruit and retain our exceptional staff, we offer the opportunity to elect benefit packages that best suit our employee’s needs; this includes, but is not limited to, a competitive Salary, Medical, Dental and Vision Insurance (including HSA & PPO options), Paid Time Off (PTO), Paid Holidays, Life Insurance, and a matching 401(k) Retirement Plan. Please Note: With the exception of mandated state requirements, GEM does not publish salary information on external job boards; as such, most ranges listed are estimates made by vendors and not actual salary ranges. EQUAL OPPORTUNITY EMPLOYER GEM Technologies, Inc. is an Equal Opportunity/Affirmative Action Employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.

Requirements

Must have an active Q or "Top Secret" Clearance to be considered.
College Degree desired but will consider 5+ years of relevant hands-on IT experience in lieu of a degree.
To be considered, you must be a United States (U.S.) citizen due to the federal nature of the work.
To be considered, you must have an active or very recently active DOE “Q” Clearance or DoD “Top Secret” Clearance.
Position typically requires a minimum of five years related experience, or an equivalent combination of education and experience
Must have experience with incident management tools (SNOW is one example but others would be considered as well).
Must have experience with MSOffice 365/Teams.
Position is 100% onsite, schedule will be either 9/80s or 5/8s.

Nice To Haves

MFA (multifactor authentication) token experience would be beneficial (will be issuing those).

Responsibilities

Coordinate, diagnose and troubleshoot incoming calls from users.
Provide 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.
Provide timely resolution of problems or escalation on behalf of customer to appropriate technical personnel.
Provide case status updates which may also include weekly reporting of machine usage statistics to management and end-users.
Analyze and interpret disparate information sources into meaningful data.
Gather and report on machine availability and stability data for High Performance Computing Clusters.
Support and maintain effective relationships with users.
Develop, document, and implement standard operating procedures and customer service guidelines relating to remote IT support.