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Service Desk Technician

2 months ago

Albuquerque, United States Amentum Full time

Amentum is currently seeking a Service Desk Technician to support an IT Managed Services program in Albuquerque, New Mexico. The overall program includes a 500+ work force performing Enterprise IT support, Service Desk, and Telecommunications support across multiple facilities and locations, for classified and unclassified telecommunications and information technology (IT) systems.

You will be a part of a team providing in-depth procedural and technical computer end-user support with the highest level of customer satisfaction.  Support will be provided using inbound phone calls, inbound chat, inbound and outbound email, instant messaging, or other tools as assigned and available.

As a member of the team, you will:

  • Resolve issues remotely that have been reported by the customer.

  • Upon completing additional training, you will move to resolve more complex issues.

  • Provide comprehensive Phone, Chat, Web Submission, and Email Support for the efficient resolution of incidents & requests of end-users.

  • Assist the IT Field Techs and cross-functional teams, in the resolution of IT related issues for all supported platforms.

  • Resolve service requests or issues as appropriate on the first point of contact or within the specified timeline.

  • Route and Dispatch service request(s) to the appropriate IT support group or next level Tech, for resolution, if the problem cannot be handled within defined time constraints.

Minimum Qualifications:

  • Must have a High School Diploma / GED and 3 years of experience.

  • Must be able to obtain and maintain a TOP SECRET (TS) or DOE Q Government Clearance. Note: US Citizenship is required to obtain a TOP SECRET (TS) or DOE Q Clearance.

  • Must have a working knowledge of PC operations which include Hardware, network settings, operating system, and MS Office applications. 

  • Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer).

  • Ability to type 50 WPM.

       

Amentum is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran’s status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law.

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EEO including Disability/Protected Veterans