Senior Help Desk Specalist

Amentum • Albuquerque, NM

351d

About The Position

Amentum is currently seeking a Senior Help Desk Specialist to support an IT Managed Services program in Albuquerque, New Mexico. The overall program includes a 500+ workforce performing Enterprise IT support, Service Desk, and Telecommunications support across multiple facilities and locations, for classified and unclassified telecommunications and information technology (IT) systems. As a member of the team, you will act as a routine contact point, receiving and handling requests for support; responding to a broad range of service requests in Service Now for support by providing information to fulfill requests or enable resolution. You will apply technical and operational knowledge under minimal direction to configure, operate, and maintain services related to the help desk. Additionally, you will analyze performance statistics to support tuning, automation, and optimization activities; establish, compose, and maintain security, capacity, and business continuity controls and documentation; and lead continuous improvement activities. You must be able to actively participate in SCRUM activities including daily standup, planning, and retrospective, and work independently on tasks after the initial ramp-up period.

Requirements

• Must have an Associates degree in a related field and 2 years of related experience OR a High School degree and 5 years of experience/GED OR equivalent.
• Must be able to obtain and maintain a TOP SECRET (TS) or DOE Q Government Clearance.
• Selected candidate will need to become ITIL v4 Foundations certified within 90 days of hire.
• Experience working in an Agile or Scrum environment.
• Comfortable using Windows, Excel, Outlook and Service Now.
• Ability and desire to learn and expand their technical skills.
• Dedication to customer satisfaction, quality, collaboration, and partnerships.
• Customer Service Experience.
• Highly organized and pays attention to details.
• Ability to acquire and maintain a DOE Q level security clearance.
• Candidate must be able to work independently.

Nice To Haves

• ITIL certification
• Familiarity with Confluence or desire to learn

Responsibilities

• Acts as a routine contact point, receiving and handling requests for support.
• Responds to a broad range of service requests in Service Now for support.
• Applies technical and operational knowledge under minimal direction to configure, operate, and maintain services related to the help desk.
• Analyzes performance statistics to support tuning, automation, and optimization activities.
• Establishes, composes, and maintains security, capacity, and business continuity controls and documentation.
• Conceptualizes, constructs, tests, implements, and/or operates integrated infrastructure solutions.
• Recommends training plans and leads continuous improvement activities.
• Participates in SCRUM activities including daily standup, planning, and retrospective.
• Works independently on tasks after initial ramp-up period.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees