Call Center IT Support Technician

Amentum is seeking a Call Center IT Support Technician to join our team and support our Washington, DC customer. We are looking for team members who are passionate about making a difference by working on critical efforts we manage as a premier government contractor.

You enjoy providing Tier 2 support while multitasking in a fast-paced call center environment and utilizing the ServiceNow ticketing system. One of your strong points is your eagerness to learn and how you are proactive in asking questions when you need more information. As a team player, you thrive in helping your colleagues and look forward to supporting our customers professionally.

Responsibilities:

• Provide Tier 2 IT call center support to end users for software and hardware troubleshooting

• Installs, modifies, and repairs computer hardware and software both in person and using remote access tools

• Provide support for on-site and remote (via Citrix) technology integration including laptops, printer networks, and VOIP systems

• Applies basic diagnostic techniques to identify problems, investigate causes, and recommend solutions

• Utilize ServiceNow to create, update, and close incident and service requests

• Assist with configuration and support for agency issued mobile devices

• Help mentor and train colleagues and junior technicians with core IT principles and technologies 

• Provide excellent customer service, while serving as a technical expert and liaison to NIH clients and contract staff

• Maintains current knowledge of relevant technology as assigned

• Assist Service Desk with answering phones when needed

Amentum is a global leader in advanced engineering and innovative technology solutions, trusted by the United States and its allies to address their most significant and complex challenges in science, security and sustainability. Our people apply undaunted curiosity, relentless ambition and boundless imagination to challenge convention and drive progress. Our commitments are underpinned by the belief that safety, collaboration and well-being are integral to success. Headquartered in Chantilly, Virginia, we have approximately 50,000 employees in more than 70 countries across all 7 continents.

Compensation:

The hourly range for this position is between $ $31.00/hour. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

Benefits:

Amentum offers the following benefits for this position, subject to applicable eligibility requirements: medical dental and vision insurance, 401(k) retirement plan, life insurance, long-term and short-term disability insurance, 15 days annually of paid time off, and parental leave.

Minimum Requirements:

• At least 4 years of experience providing desk side and/or service desk IT support, specializing in troubleshooting end-user issues with hardware and software

• ServiceNow ticketing system experience

• Experience averaging about 10–12 tickets a day

• Experience troubleshooting Microsoft 365, including Outlook and Teams

• Multi-factor authentication (MFA) troubleshooting experience

• Experience with hardware and memory installations, laptop/desktop imaging and backups, system updates, and software pushes

• Understanding of enterprise-level IT environments

• Working knowledge of computers, printers, and scanners, including how these pieces of technology interact with each other, including assembly, installation, configuration, testing, troubleshooting, and repairing hardware and peripherals

• Must have a valid, REAL ID driver's license to enter federal buildings (or other acceptable documentation, such as a valid U.S. passport book or card, etc.)

• Must be able to obtain and maintain facility credentials/authorization. Note: US Citizenship is required for facility credentials/authorization at this work location. 

Preferred Qualifications:

• Experience working in a high-paced, high-volume Government Client environment

• Experience handling Personal Identity Verification (PIV) cards

• MacOS experience

• Microsoft Intune experience

• Experience with documentation, tracking, security, and testing related to network operations and hardware/software integration, including review and maintenance of agency policies and procedures

• Excellent writing, communication, and organizational skills

Amentum is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, sex, sexual orientation, pregnancy (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, ancestry, United States military or veteran status, color, religion, creed,  marital or domestic partner status, medical condition, genetic information, national origin, citizenship status, low-income 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. Learn more about your rights under Federal laws and supplemental language at Labor Laws Posters.