Customer Support Representative (IT Help Desk)

Amentum•Cocoa Beach, FL

1d•Onsite

About The Position

Amentum is seeking a Customer Support Representative (IT Help Desk) to support the Space Force Range Contract (SFRC). Amentum is a company with more than 50,000 employees on all seven continents and in more than 60 countries, delivering a broad range of operational support services to the U.S. government and its allies. This role involves responding to user questions and inquiries via telephone, email, web and other communication methods, entering, assigning, and tracking service requests, and referring service issues to IT management. The representative will provide technical advice to solve basic and advanced routine user hardware and software problems, including desktop computer hardware and software and enterprise system software, while offering professional, courteous, prompt, and accurate support. Key duties also include communicating, analyzing, and assisting customers in troubleshooting problems, documenting tickets, collaborating with other IT staff, assisting in providing user feedback and statistics, establishing priorities for Help Desk tickets, updating the Help Desk knowledge base, and following up on ticket information. Additionally, the role involves creating and administering new user accounts, passwords, and privileges, assisting in the operations of enterprise systems, and performing Help Desk Technician I duties.

Requirements

Effective communication skills with demonstrated capability to brief project information to management and customers.
Ability to interact with customers via phone or email, be a contributing team player, and interact at all levels of the organization.
Experience with diagnosing and resolving both unique and repetitive client computer and network connection issues.
Good organizational and time management skills to balance, plan, prioritize, and execute customer support.
Ability to understand and respond to user questions in an effective and courteous manner.
Ability to convey technical procedures and directions in layman’s terms.
Ability to work within a dynamic, fast paced environment with time constraints.
Ability to work independently and as part of a team.
Associate’s Degree in computer science, computer information systems or a related field; or an equivalent combination of education and experience.
At least one (1) year of experience performing help desk or IT functions performing help desk/operations functions.
Requires DoD 8140 certifications: A+, Net+, Security+ or be able to obtain and maintain these certifications within 6 months of employment.
Must be able to obtain and maintain a DoD Secret Security Clearance, which includes U.S. citizenship.
Valid U.S. Driver’s License required.
Ability to stand, walk, stoop, kneel, crouch, and squat to resolve system issues.
Ability to lift, push and pull up to 50 pounds.
Ability to work well in a team environment.
Experience in troubleshooting PC software and hardware.
Experience in working with non-technical users.
Ability to develop and work from a personal task list.
Self-motivated, self-starter, ability to multi-task.
Ability to function in a dynamic environment with changing requirements and priorities.

Responsibilities

Respond to user questions and inquiries via telephone, email, web and other communication methods.
Enter, assign and track service requests in the on-line work-order system.
Refer service issues to IT management.
Provide technical advice to solve the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software.
Provide professional, courteous, prompt and accurate support and solutions to users.
Communicate analyze and assist the customer in troubleshooting routine user problems and provide proper solutions and/or remedies or elevate to the next level of support.
Properly document problem ticket into on-line Help Desk System.
Work closely with other IT staff to acquire additional technical and nontechnical knowledge.
Assist other IT technical staff in providing users feedback and user statistics.
Establish priorities on Help Desk tickets based on established helpdesk and departmental guidelines and procedures.
Update Help Desk knowledge base information.
Follow up and communicate ticket information to users when appropriate.
Create and administer new user accounts, passwords, and privileges/rights as assigned and directed by system administrators.
Assist in the operations of enterprise systems as needed.
Perform Help Desk Technician I duties.
Perform other related duties as required.