Call Center IT Support Technician

Amentum•Washington, DC

4d•$28 - $31

About The Position

Amentum is seeking Call Center IT Support Technicians 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. We are pipelining candidates for future roles. 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. 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.

Requirements

At least 4 years of experience providing desk side and/or call center 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.

Nice To Haves

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

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