IT Support Technician

Amentum•Batavia, IL

6d•Onsite

About The Position

Amentum is seeking an IT Support Technician in Batavia, NY to support our DHS customer at their regional CONUS and OCONUS facilities. You will provide Tier 2 IT help desk support, assisting with hardware and software troubleshooting and providing video teleconferencing and remote support. You will have experience with Windows operating systems including patching and updates, Active Directory, data encryption, and backup software. In addition to your technical experience, you also have exceptional customer service skills and are willing to go the extra mile.

Requirements

Associates Degree, and at least 1 year of IT-related support experience, preferably in a help-desk or customer support role OR High school diploma/GED, and at least 5 years of IT-related support experience, preferably in a help-desk or customer support role
Demonstrated ability to troubleshoot and resolve desktop, network, or other IT issues
Good technical writing, presentation, and documentation skills
Must be able and willing to perform physically demanding tasks, such as bending, kneeling, stretching, crawling, lifting, or moving up to 50 lbs.
Must have a valid driver's license, access to personal transportation, and be able to pass a Motor Vehicle Records check as some travel is required (typically less than 20%)
Must be comfortable wearing a mask and disclosing and/or providing evidence of vaccination status to others
Must be comfortable working in a Law Enforcement environment, which may consist of locations similar to detention facilities, prisons, or jails
Due to the nature of the work, must be a U.S. Citizen and have the ability to pass the DHS Employment Eligibility Verification process

Nice To Haves

Prior experience of IT support in an Enterprise environment (10,000+ end-users)
Possesses and applies expertise on multiple complex work assignments which are broad in nature, requiring originality and innovation in determining how to accomplish tasks
Ability to apply a comprehensive knowledge across key tasks and high impact assignments
Experience evaluating system performance results and recommending improvements or optimizations
Experience performing IT hardware repairs and installing replacement parts
Experience planning and leading technology assignments and projects
Prior hands-on experience with the setup, configuration and administration of servers and backups
Experience functioning as a technical expert across multiple project assignments
ITIL v4, MCSE, A+, Security+, Network+, or other relevant certifications

Responsibilities

Provide LAN administrator support with the installation, configuration and maintenance of network communication devices, servers, network storage arrays and tape backup units
Provide support of network attached devices such as computers, printers, fax machines, biometric devices, electrocardiograms, x-ray machines, smart display, and sensors. Also provide support of mobile and wireless devices to include smartphones, tablets, and hotspots
Assist in testing, applying, and maintaining server configurations and related security patches, as well as maintaining and checking the health of systems and backups to include restore testing
Monitors ITSM (ServiceNow) assignment groups and applies troubleshooting needed to resolve tickets
Conduct or provide new equipment deployments and/or requested deployment support, including installation and maintenance of video teleconferencing infrastructure
Responsible for understanding the needs of the customers and the realities of commercially available IT products and creating requirements that will allow implementation by the architecture and engineering team and COTS products
Participate in pre-scheduled after-hours support of weekly on-call rotation and/or as a team member supporting special projects or events