Service Desk Support - Mid

Amentum • Washington, DC

103d

About The Position

As a Top Secret cleared Service Desk Support Specialist for this program, you will be working in an organization that's mission is to develop and operate the best possible software for critical national security enterprise applications. This organization leverages SCRUM and SAFE Agile software development methodology and strong Dev Ops practices.

Requirements

• Active Top Secret with SCI Eligibility.
• Minimum of 2 years of experience in the evaluation, installation, configuration management, and user support of hardware and software.
• Education: Bachelor's degree.
• In absence of degree, additional years of experience may be substituted for educational requirements.

Nice To Haves

• AWS Certifications

Responsibilities

• Provides support to end users on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Responds to telephone calls, email, and personnel requests for technical support.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Ensures that all phases of help desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately.
• Serves as the first point of contact for troubleshooting hardware/software PC and printer problems.
• Possesses and applies expertise on multiple complex work assignments.
• Operates with appreciable latitude in developing methodology and presenting solutions to problems.
• Contributes to deliverables and performance metrics where applicable.
• Receives and triages user-reported issues.
• Resolves user issues and service desk tickets efficiently by offering step-by-step guidance and support and coordinates with other groups as appropriate.
• Escalates complex issues with detailed description of issues to higher-tier groups.
• Documents each interaction.
• Tracks and manages operational metrics.

What This Job Offers

• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees