Service Help Desk Technician (NWS 00943)

North Wind Group; Livermore (CA); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Life insurance

401(k) with company match

Tuition reimbursement

Job summary

North Wind Services in Livermore, CA, seeks a Service Help Desk Technician to provide on-site/Hybrid support for Windows and Mac OS X, Office 365, and security tooling at LLNL. You will manage tickets in ServiceNow and assist users with complex technical issues in a fast-paced environment.

Requirements include U.S. citizenship, an Associate's Degree in a computer-related field, and the ability to obtain a DOE Q clearance. The role offers on-site or hybrid work with a strong benefits package.

Qualifications

• DOE Q clearance required (U.S. citizenship) for access to restricted information.
• Associate degree in a computer-related field or equivalent technical training/experience.
• General working knowledge of desktop/server hardware and Mac OS and/or Windows OS.

Responsibilities

• Provide remote technical assistance for Windows and Mac OS X users via calls, emails, and self-service requests.
• Create, document, escalate, and track tickets through ServiceNow.
• Write technical articles and how-to documentation for end users.
• Remotely troubleshoot operating systems, security, and applications software.
• Remotely secure computer systems and monitor to ensure DOE security compliance.
• Assist with testing and piloting new IT services and tools.
• Perform other duties as assigned.

Skills

DOE Q clearance

Associate degree

Mac/Windows OS

Mac/Windows repair

Customer support

Communication

Security protocols

Education

Associate degree in computer-related field

Tools

ServiceNow

Job description

Location: Livermore, CA
Title: Service Help Desk Technician (NWS 00943)

North Wind Services (NWS) is a high performing, low risk company with a successful history of contributing to their client’s missions. NWS executes and manages a wide range of technical services such as environmental investigation and restoration, construction, demolition, radioactive and hazardous waste management, public communication/involvement, information management, health and safety, industrial hygiene, and emergency response/HAZMAT services.

North Wind Services is actively seeking individuals who can contribute to national security within the science, technology, and engineering fields as part of our supplemental labor team at vital federal research and development installations supporting the Department of Energy. Qualified applicants must be a US citizen, at least 18 years of age, and able to meet pre-employment requirements including any required physicals, drug screen, and/or background investigation to satisfy clearance requirements from the Department of Energy.

Successful candidates will be employees of NWS supporting the missions of their federal client, Lawrence Livermore National Laboratory (LLNL) in Livermore, CA. Pay, benefits, Human Resources, and employment management functions are all provided by NWS. As an NWS employee working at LLNL, within the client’s environment, you will complete day-to-day tasks, with direction from technical personnel directly employed by LLNL.

The Information Technology Operations (ITO) Division in the Computing Directorate has an opening for a Service Help Desk Technician to provide computer support for unclassified and/or classified systems in a heterogeneous environment to solve a variety of complex technical problems promptly. The successful candidate will be responsible for remotely troubleshooting, configuring, securing, and maintaining systems, as well as loading layered products. The successful candidate will work fully on-site or Hybrid Remote.

Essential Duties

• Provide remote technical assistance and support to the user community by answering calls, emails and self-service requests for Windows and Mac OS X operating systems and the core operating environment, including but not limited to Microsoft Office 365 Cloud, Cisco Unified Communications applications, Active Directory, Multifactor Authentication Services, remote access, and encryption software.
• Provide effective and efficient customer service and support with the ability to multi-task.
• Provide general technical guidance to the local and remote users in support of all IT services supported by the Service Desk.
• Create, document, escal, and track concise tickets through ServiceNow.
• Write technical articles, solutions and how-to documentation for support and end users.
• Remotely troubleshoot operating systems, computer security and applications software.
• Remotely Secure computer systems and monitor to ensure that they comply with Department of Energy (DOE) – mandated orders.
• Remotely Diagnose and resolve moderately complex system, printer, and network problems.
• Maintain appropriate technology, computer security, and safety training.
• Assist with testing and piloting new IT services and tools.
• Perform other duties as assigned.

Essential Skills, Knowledge, and Abilities

• Secure and maintain a U.S. Department of Energy (DOE) Q level security clearance which requires U.S. citizenship.
• Associate's Degree in a computer-related field or equivalent combination of technical training and experience.
• General working knowledge of desktop and/or server computer hardware and operating systems (viz., Mac OS and/or Windows OS).
• Experience of administering, troubleshooting, maintaining, and repairing Apple and/or Windows computer systems.
• Experience with and knowledge of the skills needed for a customer support role to include a focus on listening, rapport-building, good communication skills, friendly and approachable nature, and courtesy and patience.
• Effective interpersonal and verbal and written communications skills, with the ability to work with customers and team members.
• Experience with and knowledge of Mac and/or Windows computer security protocols to manage user accounts, and control and monitor access.

Special Requirements

Pre-Placement Medical Exam: A job-related pre-placement medical examination may be required.

Pre-employment drug test: External applicants selected for this position will be required to pass a post offer, pre-employment drug test.

Anticipated Government Clearance Level: Q (position will be cleared to this level). Applicants who are selected will be subject to a federal background investigation and must meet eligibility requirements for access to classified information or matters. In addition, all L or Q cleared employees are subject to random drug testing. Q-level clearance requires U.S. citizenship. If you hold multiple citizenships (U.S. and another country), you may be required to renounce your non‑U.S. citizenship before a DOE L or Q clearance will be processed/granted.

North Wind offers a competitive pay and benefits package to include health, life, and disability insurance benefits, 401(k) with company match, generous paid leave, and tuition reimbursement for eligible employees. As a company, we are committed to employee wellness, professional development, and work-life balance. We value safety, reliability, and commitment to our people. For more information about benefits or hiring philosophy, visit the North Wind Career Opportunities Page.

Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions. The nature of those accommodations will be determined on a case‑based basis. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact our Helpline +1.208.528.8718 or use the Request for Reasonable Accommodation form to get assistance.

North Wind is an Equal Employment Opportunity employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, religion, or other legally protected status. All qualified applicants will receive consideration for employment without regard to their protected veteran status and will not be discriminated against on the basis of disability.

The California Consumer Privacy Act (CCPA) grants privacy rights to all California residents. The law also entitles job applicants, employees, and non‑employee workers to be notified of what personal information NW collects and for what purpose. The Employee Privacy Notice can be accessed here: https://northwindgrp.com/wp-com.