Training Liaison - IT Help Desk (NWS 00823)

Job Title: Training Liaison – IT Help Desk (NWS 00823)

THIS POSITION IS SHORT TERM, MAX 1000 HOURS PER CALENDAR YEAR

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. NWS has an established history of contributing to the success of their customer’s mission. Available employment opportunities may range from administrative and logistical support to advanced technical positions.

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, a premier government contractor charged with employing highly-motivated and well-qualified personnel who can advance the missions of the Lawrence Livermore National Laboratory in Livermore, CA. Though employed by NWS, the employee will take day-to-day direction from technical personnel employed directly by the research laboratories. Pay, benefits, Human Resource, and Employment Management functions are provided by NWS.

The Global Security Directorate has an opening within the Field Intelligence Element (FIE) for a Training Liaison – IT Help Desk to provide Tier 1 desktop support in a demanding and fast- paced environment. The successful candidate will provide support for a comprehensive range of complex IT services including troubleshooting and resolving customer issues and requests, documenting all service calls and solutions, and researching and troubleshooting hardware and software related issues. This position is in the Information Technology Operations (ITO) Division within Computing and matrixed to the Global Security Directorate (GS) working within Field Intelligence Element (FIE) Operations.

This position will be filled at either level 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.

Essential Duties
- Provide technical assistance and support to the user community by answering calls, walk-ins, emails and self-service requests for Windows operating systems and the core operating environment, including but not limited to Microsoft Office, Active Directory, Multifactor Authentication Services, remote access, encryption software, and PKI certificates.
- Provide effective and efficient customer service and support with the ability to multi-task.
- Provide general technical guidance to the local users in support of all IT services supported by the FIE Help Desk.
- Create, document, escalate, and track concise tickets through SolarWinds.
- Write technical articles, solutions and how-to documentation for support and end users.
- Maintain appropriate technology, computer security, and safety training.
- Assist with testing and piloting new IT services and tools.
- Provide advanced technical analysis and troubleshooting skills, attention to detail, and consistent resolution of IT problems.
- Identify, analyze, and document trending issues that are affecting the FIE Help Desk and report to the appropriate management, including scripting repetitive tasks to help improve wait times.
- Develop, modify, or utilize advanced work methods to support Windows and Linux operating systems, the core operating environment, Microsoft Office, and encryption tools.

Essential Skills, Knowledge and Abilities
- 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 the equivalent combination of education, technical training and related experience.
- Experience working with customers, addressing issues, and managing customer concerns and requests over the phone and/or in person.
- Demonstrated proficiency and experience with the Windows operating system.
- Experience troubleshooting, analyzing, and resolving moderately complex IT problems with a focus on details to ensure follow-through to ensure problems are resolved.
- Experience writing technical solutions and commercial knowledgebase articles.
- Ability to achieve and maintain a high level of technical proficiency.
- Experience and knowledge of the skills needed for a customer support role to include a focus on listening, rapport-building, good written and verbal communication skills with the ability to communicate with individuals with all levels of technical and non-technical skill sets, friendly and approachable nature, courtesy, and patience.
- Strong active listening, typing, and documentation skills.
- Ability to identify and document trending and/or systemic issues and consider/propose resolutions to the responsible service providers.
- Advanced analytical and troubleshooting skills, attention to detail, and consistent resolution of IT problems.
- Ability to script repetitive tasks to help improve wait times.

• Desired Skills, Knowledge and Abilities
• - Experience using the SolarWinds (or similar) ticket management tool.
• - Experience working at a service desk and/or call center.
• - Experience supporting Unix or Linux.

Special Requirements
Pre-Placement Medical Exam: A job-related pre-placement medical examination may be required.
Pre-employment drug test: External applicant(s) selected for this position will be required to pass a post offer, pre-employment drug test.
Anticipated Clearance Level: Active Q with SCI (position will be cleared to this level). Applicants selected will be subject to a federal background investigation and must meet eligibility requirements for access to classified information or matter. 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 our benefits or hiring philosophy, visit the North Wind Career Opportunities Page.

Reasonable accommodations 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-by-case 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 1-208-528-8714 for assistance.

North Wind is an Equal Employment Opportunity (EEO) 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.