IT Support Specialist 3

Are you a highly skilled and motivated IT professional passionate about delivering exceptional technical support and enhancing user productivity within a critical national security environment? The Information Technology Directorate at the Nevada National Security Sites (NNSS) in North Las Vegas is seeking a high-performing individual to join our dynamic Service Desk team as an IT Support Specialist III. In this critical role, you will leverage your expertise to resolve complex technical challenges, optimize IT operations, and contribute to a seamless technology experience for our vital mission.

About Our Team: Our Service Desk is the heart of IT support at the NNSS, dedicated to providing rapid, effective, and customer-centric solutions to support national security initiatives. We foster a collaborative environment where innovation and problem-solving are celebrated, and continuous learning is encouraged. Join us in our mission to empower our users with reliable and cutting-edge technology that underpins the NNSS's crucial contributions to national security.

• Associate’s degree or equivalent with at least 3 years of progressive experience.
• Technical Acumen:
  • Demonstrated expertise in providing Tier III technical support, taking ownership of complex technical problems and seeing them through to resolution.
  • Advanced knowledge of established standards, practices, and procedures for hardware, operating systems, and application software.
  • Proven ability to troubleshoot technical issues and identify modifications needed in existing applications to meet changing user requirements.
  • Strong end-to-end troubleshooting skills across systems, networks, and applications.
  • Experience in developing test plans, overseeing testing, verifying reliability, and managing deployments.
  • Proficiency in:
    • Active Directory: Including user, group, and computer management, as well as Group Policy administration.
    • SCCM (System Center Configuration Manager): For imaging, software deployment, patch management, and endpoint administration.
    • VMWare: Experience with virtual environments and server virtualization.
    • Office 365 (Microsoft 365): Administration, configuration, and support of various services and applications.
    • MAC and Windows Operating Systems: Comprehensive support and troubleshooting across both platforms.
    • Linux: Familiarity with Linux systems and environments.
    • Azure: Understanding and experience with Azure cloud services, including Azure AD.
    • Intune: For mobile device management (MDM) and endpoint management.
    • GPO administration: Designing, implementing, and troubleshooting Group Policies.
    • Scripting: Proficiency in scripting languages (e.g., PowerShell, Bash, Python) for automation and task efficiency.
    • Automation: Experience in automating routine IT tasks and workflows.
    • SIEM Experience: Familiarity with Splunk or other log management platforms preferred. 
• Interpersonal & Communication Skills:
  • Exceptional oral and written communication skills, with the ability to explain technical concepts clearly to non-technical users within the NNSS community.
  • A strong customer service orientation and a commitment to providing positive user experiences.
  • Proven ability to work effectively as a team player in a collaborative environment.
• Adaptability:
  • Ability to work flexible hours if required to support critical IT operations at the NNSS.
  • Maintains technical knowledge of, and actively follows industry trends for, automation equipment, hardware, operating system, and application software.
• Personnel may be requested by leadership to work in excess of 40 hours per week due to projects, activities, and emergences; critical operational demands may occasionally require off-shift work
• The primary work location is the Losee Road Facility in North Las Vegas, Nevada.
• Work schedule will be 4/10s Monday through Thursday (subject to change).
• Pre-placement physical examination, which includes a drug screen, is required. MSTS maintains a substance abuse policy that includes random drug testing.
• Must possess a valid driver’s license.

MSTS is required by DOE directive to conduct a pre-employment drug test and background review that includes checks of personal references, credit, law enforcement records, and employment/education verifications. Applicants offered employment with MSTS are also subject to a federal background investigation to meet the requirements for access to classified information or matter if the duties of the position require a DOE security clearance. Substance abuse or illegal drug use, falsification of information, criminal activity, serious misconduct or other indicators of untrustworthiness can cause a clearance to be denied or terminated by DOE, resulting in the inability to perform the duties assigned and subsequent termination of employment. In addition, Applicants for employment must be able to obtain and maintain a DOE Q-level security clearance, which requires U.S. citizenship, at least 18 years of age. Reference DOE Order 472.2, “Personnel Security”. If you hold more than one citizenship (i.e., of the U.S. and another country), your ability to obtain a security clearance may be impacted.

Department of Energy Q Clearance (position will be cleared to this level). Reviews and tests for the absence of any illegal drug as defined in 10 CFR Part 707.4, “Workplace Substance Abuse Programs at DOE Sites,” will be conducted.  Applicant selected will be subject to a Federal background investigation, required to participate in subsequent reinvestigations, and must meet the eligibility requirements for access to classified matter. Successful completion of a counterintelligence evaluation, which may include a counterintelligence-scope polygraph examination, may also be required. Reference 10 CFR Part 709, “Counterintelligence Evaluation Program.”

MSTS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, veteran status or other characteristics protected by law. MSTS is a background screening, drug-free workplace.

Annual salary range for this position is: $27.81 - $41.72.

Starting salary is determined based on the position market value, the individual candidate education and experience and internal equity. 

Key Responsibilities

• Advanced Technical Support & Resolution:
  • Serve as a Tier III expert, diagnosing and resolving the most difficult and advanced user-facing hardware, software, and network issues, minimizing downtime and ensuring business continuity for NNSS operations.
  • Manage and prioritize client requests and issues efficiently through our ticketing system, providing timely support via call, chat, and in-person interactions.
  • Conduct in-depth analysis of recurring problems to identify root causes and implement sustainable solutions, proactively preventing future issues within the NNSS infrastructure.
• System Optimization & Deployment:
  • Lead the installation, configuration, and upgrading of diverse hardware, operating systems, and application software, ensuring optimal performance and compatibility across NNSS systems.
  • Oversee equipment relocation and setup, minimizing disruption to user workflow at the North Las Vegas facility.
  • Monitor the operation and performance of critical hardware and software systems, identifying and addressing potential vulnerabilities or inefficiencies.
  • Administer and manage Microsoft Office 365 services and their various functions, including user provisioning, security configurations, and advanced feature utilization, to enhance collaboration and productivity.
• Account Management and Compliance:
  • Awareness of license agreements for critical software (e.g., Microsoft, Adobe, MathWorks), ensuring cost-effectiveness and adherence to Department of Energy (DOE) and NNSS specific requirements.
  • Maintain and update Active Directory distribution groups, facilitating efficient user and resource management.
  • Maintain and update our Office 365 Instance 
• Process Improvement & Documentation:
  • Develop and modify IT processes and procedures to enhance efficiency, streamline operations, and improve service delivery within the NNSS IT environment.
  • Prepare clear, concise, and comprehensive documentation, procedures, and reports for IT systems and administrative functions.
• Training & Mentorship:
  • Develop and deliver engaging user training programs on hardware, software, and IT best practices, empowering NNSS users to maximize their technology.
  • Mentor and guide junior team members, fostering their professional growth and enhancing overall team capabilities.
• Strategic Planning & Reporting:
  • Monitor conformance to IT plans and initiatives, ensuring objectives are met.
  • Report technical problems, development issues, and related activities to management, providing clear insights and actionable recommendations.
  • Proactively engage in and successfully complete special projects and initiatives as assigned by management, demonstrating adaptability and a commitment to broader organizational objectives and evolving priorities.
• Commitment to Safety & Quality:
  • Accept individual responsibility and accountability for environment, safety, health, and quality processes within personal control, personal safety, and the safety of co-workers, aligning with the high standards of the NNSS.
  • Comply with established regulations and procedures for environment, safety, health, and quality, performing duties in a way that prioritizes safety and compliance.
  • Promptly correct or report any hazard or potential hazard to supervision, actively contributing to a safe working environment.
  • Actively participate in and embrace MSTS environment, safety, health, and quality initiatives.