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IT Service Desk Technician Undergraduate Intern - Summer 2025
Students | livermore, CA | 11/20/2024
Job Code: 705.1 Under Grad Student / 714.0 Intern Nonexempt
Organization: Office of the Director
Position Type: Student Intern
Security Clearance: None, but work must be performed by a U.S. person (e.g., U.S. citizen or permanent resident and certain others). Also, assignments longer than 179 days require a federal background investigation.
Drug Test: Required for external applicant(s) selected for this position (includes testing for use of marijuana)
Medical Exam: Not applicable
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 looking for individuals that demonstrate an understanding of working in partnership with team peers, who engage, advocate, and contribute to building an inclusive culture, and provide expertise to solve challenging problems.
Job Description
We have an opening for an undergraduate IT Service Desk Technician to provide remote desktop and network technical support in a demanding and fast-paced environment for approximately 7,000 on and off-site employees, and collaborators. You will learn to provide support for a comprehensive range of complex IT services supported by the service desk 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 Livermore Information Technology (LivIT) Program.
In this role you will
Provide 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, escalate, and track concise tickets through ServiceNow.
- Maintain appropriate technology, computer security, and safety training.
- Perform other duties as assigned.
Qualifications
- Must be a continuing college or university student in good standing at an accredited institution pursuing an undergraduate degree in Computer Science/Technical Degree/IT related field or equivalent.
- Ability to work with customers, addressing issues, and managing customer concerns and requests over the phone and/or in person.
- Experience with the Windows and Macintosh Operating systems.
- Experience troubleshooting, analyzing, and resolving moderate IT problems with a focus on details to ensure follow-through to assure problems are resolved.
- Ability to achieve and maintain 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, and courtesy and patience.
- Strong active listening, typing, and documentation skills and specifically, the ability to type by touch.
Additional Information
All your information will be kept confidential according to EEO guidelines.
Why Lawrence Livermore National Laboratory?
- Included in 2024 Best Places to Work by Glassdoor!
- Holiday Pay
- Sick leave accrual
- Individual 401(k) contributions
- 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
None required. However, this position involves U.S. Export Control; this work must be performed by a U.S. person (U.S. citizen, U.S. lawful permanent resident, U.S. national, or U.S. protected individual (e.g., refugee, asylee)).
If your assignment is longer than 179 days cumulatively within a calendar year, you must go through the Personal Identity Verification process. This process includes completing an online background investigation form and receiving approval of the background check. (This process does not apply to foreign nationals.)
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 use and/or possession of mobile devices in Limited Areas. Depending on your job duties, you may be required to work in a Limited Area where you are not permitted to have a personal and/or laboratory mobile device in your possession. This includes, but not limited to cell phones, tablets, fitness devices, wireless headphones, and other Bluetooth/wireless enabled devices.
If you use a medical device, which pairs with a mobile device, you must still follow the rules concerning the mobile device in individual sections within Limited Areas. Sensitive Compartmented Information Facilities require separate 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.
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.
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