Application Help Desk Support Specialist

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 dedicated to fostering a culture that values individuals, talents, partnerships, ideas, experiences, and different perspectives, recognizing their importance to the continued success of the Laboratory's mission.

Pay Range

$93,090 - $113,988 annually for E03.2

$111,600 - $136,656 annually for E03.3

We are seeking a proactive and skilled Application Help Desk Support Specialistto support and evolve our IT services beyond basic help desk operations. This individual will play a key role in ensuring high-quality service delivery by handling escalated support issues, contributing to continuous improvement efforts, and supporting ITSM processes like incident, problem, and change management. This role is ideal for those ready to go beyond ticket resolution - employees who want to improve how services are delivered and make a meaningful impact on team performance and user experience. Selected candidates will possess exceptional skills and professionalism in IT service management and will serve as an ambassador of LLNL to our partners across the Nuclear Security Enterprise. This position will support both our Strategic Deterrence program and the PRIDE Program. This position is in the EAS Division in the Computing Directorate.

This position offers a hybrid schedule, blending in-person and virtual presence. You will have the flexibility to work from home one or more days per week.

This position will be filled at either the E03.2 or E03.3 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

• Make decisions regarding non-routine end-user technical problems and escalate them to the appropriate Tier 2 and infrastructure teams for complex or unresolved issues.
• Collaborate on change-management efforts, including reviewing, documenting, and implementing changes in production environments.
• Contribute to knowledge base articles, process documentation, and standard operating procedures.
• Assist in monitoring service levels, ensuring SLAs are met, and recommending improvements to service workflows.
• Participate in service reviews and contribute to continual service improvement initiatives.
• Work with ITSM tools (e.g., ServiceNow) to manage tickets, monitor metrics, and ensure data quality.
• Provide input into service catalog updates and help onboard new services into support.

Additional job responsibilities at the E03.3 level

• Analyze incident trends, identify recurring problems, and propose or implement root cause solutions.
• Respond to and resolve Tier 2 support requests across a range of software and application technologies.
• Escalate and coordinate with Tier 3 and infrastructure teams for complex or unresolved issues.

• Ability to obtain and maintain a US DOE Q-level security clearance which requires U.S. Citizenship.
• Associate's Degree in related business field or equivalent combination of technical training and experience. (please add the education needed for this role)
• Experience with ServiceNowmodules including incident, problem, or change request modules.
• Strong knowledge of ITSM/ITIL practices and a service-oriented mindset.
• Experience in troubleshooting technical issues across software, hardware, networks, and enterprise systems.
• Experience in writing technical documentation.
• Familiarity with SLAs, service catalogs, and knowledge management practices.
• Demonstrated strong decision-making and problem-solving skills necessary to resolve end-user technical problems.
• Proficient interpersonal skills necessary to effectively collaborate as part of a cohesive team working with multiple customers and organizations simultaneously with time constraints.
• Proficient written and verbal communication skills necessary to effectively prepare, present and explain technical information to others.

Additional qualifications at the E03.3 level

• Bachelor's Degree in related business field, or equivalent combination of technical training and education, or professional certification in business/computer relevant field.
• Significant experience creating or modifying ServiceNow forms, workflows, business rules, or reports.
• Advanced knowledge of or general experience in building or improving small-scale automations or self-service options within ServiceNow or other platforms (e.g., using Confluence, Flow Designer, low-code tools, Power Automate).
• Significant experience with integrations between ServiceNow and other systems.
• Familiarity with Agile or DevOps environments.
• Advanced in service transition or deployment projects.
• Exposure to automation or scripting (Javascript, Python, etc.).
• Significant experience with Earned Value Management Systems.

Qualifications we desire

• ITIL Foundation certification (or ability to earn within 6 months).
• Ability and desire to mentor and grow ITSM team.
• Experience working with classified systems.
• Experience in collaborating with product and data owners to conduct annual audits.
• Active Q clearance.

#LI-Hybrid

Position Information

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

Why Lawrence Livermore National Laboratory?

• Included in 2025 Best Places to Work by Glassdoor!
• FlexibleBenefits Package
• 401(k)
• Relocation Assistance
• Education Reimbursement Program
• Flexible schedules (*depending on project needs)
• Our values - visithttps://www.llnl.gov/inclusion/our-values

Security Clearance

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

Wireless and Medical Devices

Per the Department of Energy (DOE), Lawrence Livermore National Laboratory must meet certain restrictions with the useand/or possession ofmobile devices in Limited Areas. Depending on your job duties, you may be required to work in a Limited Area whereyou are not permitted to have a personal and/or laboratory mobile devicein your possession. This includes, but not limited to cell phones, tablets, fitness devices, wireless headphones, and other Bluetooth/wireless enabled devices.

Ifyou useamedical device, whichpairs with a mobile device,you must still follow the rules concerningthe mobile device in individual sections within Limited Areas. Sensitive Compartmented Information Facilities requireseparate approval. Hearing aids without wireless capabilities or wireless that has been disabled are allowed in Limited Areas, Secure Space and Transit/Buffer Space within buildings.

How to identify fake job advertisements

Please be aware of recruitment scams where people or entities are misusing the name of Lawrence Livermore National Laboratory (LLNL) to post fake job advertisements. LLNL never extends an offer without a personal interview and will never charge a fee for joining our company. All current job openings are displayed on the Career Page under "Find Your Job" of our website. If you have encountered a job posting or have been approached with a job offer that you suspect may be fraudulent, we strongly recommend you do not respond.

To learn more about recruitment scams:https://www.llnl.gov/sites/www/files/2023-05/LLNL-Job-Fraud-Statement-Updated-4.26.23.pdf

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.

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.

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