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Windows Desktop Support Tech
4 months ago
Amentum is seeking a Windows Desktop Support Technician to support an IT Management Services program for the Department of Energy. The overall program includes a 500+ workforce performing Enterprise IT support, Service Desk, and Telecommunications support across multiple facilities and locations. The End User Support Specialist will provide basic field windows support to monitor, install and perform maintenance on personal computers, laptop computers, software, and networks for unclassified telecommunications and information technology (IT) systems Office of Legacy Management.
MAJOR RESPONSIBILITIES/DUTIES/TASKS
- Provide prompt initial response to all assigned service requests, ensuring the standard performance requirement is met‐or‐exceeded.
- Troubleshoot the system problem & complete repair in a timely & efficient manner, insuring minimal recurrence of problem (rework).
- If unable to repair on initial visit, validate the user's problem & provide information on a temporary work around, if necessary to allow the customer to continue to work, until the system is repaired.
- Effectively use remote assistant tools, knowledge base, & other tools to diagnose as appropriate & wherever available in the repair customer issues within target time limits.
- Provide the customer with regular communication regarding status of repair/install including notification when repairs are complete.
- Communicate with customer appropriate advice & techniques to avoid future incidents of a similar nature.
- Appropriately document all required information into the call tracking system.
- Ensure system is appropriately secured (case is locked, system password protected, etc.)Complete site specific, preventative maintenance checklist.
- If needed, escalate the service request to the appropriate IT support for resolution if problem cannot be handled within provided time constraints.
- Meet required productivity expectations, including Field Service Team metrics.
- Meet or exceed all performance service level targets.
- Make every attempt, when appropriate, to resolve service requests remotely.
- Partner with team members to communicate new solutions and assist other technicians when call volume is low.
- Contribute to the knowledgebase (KB) through research of articles, training courses attended on the job learning, etc.
- Participate in IT projects.
- Other duties assigned as necessary.
This position requires:
Must be able to obtain and maintain facility credentials/authorization. Note: US Citizenship is required for facility credentials/authorization at this work location.
Education/Experience:
- Associate's degree / Technical Degree in a relatable field and less than 5 years of experience in desktop support.
COMPENSATION & BENEFITS
HIRING SALARY RANGE: $15.61 – Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant internal equity, and alignment with market data.)
This position includes a competitive benefits package. For more detailed information on our Benefits and what it is like to work for Amentum: please visit our careers site:
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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