IT Support Specialist 1

IT Support Specialist I

Summary

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.

Developing professional expertise, applies Laboratory policies and procedures to resolve a variety of issues. Can use and apply standard principles, theories, concepts and techniques as recognized within a profession or administrative specialty. Provides resolutions to an assortment of problems of moderately complex scope where analysis of situations or data requires a review of a variety of factors. Contributes to the fulfillment of projects and organizational objectives. Continually supervised and follows established directions. Receives detailed instructions on new projects or assignments. Work is reviewed for accuracy, soundness of judgment and overall adequacy. Work is reviewed while in progress. Uses judgment within defined practices and procedures to determine appropriate action.

Education

Position typically requires a minimum of two years related experience, or an equivalent combination of education and experience.