Company Description

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 essential to innovation and creativity for continued success of the Laboratory’s mission.

Pay Range

$29.23 - $37.86 Hourly for the 525.1 level
$36.50 - $47.28 Hourly for the 525.2 level

Please note that the pay range information is a general guideline only. Many factors are taken into consideration when setting starting pay including education, experience, the external labor market, and internal equity.

Job Description

We have an opening for a VoIP and Web Conferencing Specialist. You will be a member of the … supporting the Unified Communications environment, including Webex and supporting live hybrid events. This position is in the Information Technology Services (ITS) Division in the Computing Directorate.

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.

In this role you will

• 
  Provide effective and efficient customer service and support with the ability to multi-task.
• Provide basic technical guidance to the local and remote users in support of all Unified Communications (UC) Services.
• Create, document, escalate, and track concise tickets through ServiceNow.
• Write technical articles, solutions and how-to documentation for technical support and end users.
• Maintain appropriate technology, computer security, and safety training.
• Assist with testing and piloting new UC services and tools.
• Perform other duties as assigned.

Additional job responsibilities, at the 525.2 level

• Provide intermediate technical analysis and troubleshooting skills, attention to detail, and consistent resolution of IT problems.
• Identify, analyze, and document trending issues that are affecting Unified Communications and report to the Unified Communications Infrastructure team and/or management.

Qualifications

• 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.
• Basic knowledge of and experience with Cisco UC tools, such as Jabber, Webex, Webex Meetings, Cisco IP desk phones and other IP conferencing endpoints.
• Basic 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, and courtesy and patience.
• Strong active listening, data entry, and documentation skills.

Additional qualifications at the 525.2 level

• Experience writing technical solutions and commercial knowledgebase articles.
• Experience troubleshooting, analyzing, and resolving basic UC problems with a focus on details to ensure follow-through and problem resolution.
• Intermediate analytical and troubleshooting skills, attention to detail, and consistent resolution of IT problems.

Qualifications We Desire

• Experience using the ServiceNow (or similar) ticket management tool as well as writing. knowledge base articles in ServiceNow.
• Experience working at a service desk and/or call center.

Additional Information

Position Information

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

Why Lawrence Livermore National Laboratory?

• Flexible Benefits Package
• 401(k)
• Relocation Assistance
• Education Reimbursement Program
• Flexible schedules (*depending on project needs)
• Inclusion, Diversity, Equity and Accountability (IDEA) - visit https://www.llnl.gov/diversity
• Our core beliefs - visit https://www.llnl.gov/diversity/our-values
• Employee engagement - visit https://www.llnl.gov/diversity/employee-engagement

Security Clearance

This position requires a Department of Energy (DOE) Q-level clearance. If you are selected, we will initiate a Federal background investigation to determine if you meet 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.

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.

California Privacy Notice

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 LLNL collects and for what purpose. The Employee Privacy Notice can be accessed here.