Service Desk Support – Senior (Team 10)

Amentum•Washington, DC

9d•$95,000 - $105,000•Onsite

About The Position

Amentum is searching for a Top-Secret cleared Service Desk Support Specialist to join our team in Washington, DC. You will be working in an organization that’s mission is to accelerate operations through data and new analytical insights. The entire section leverages agile and works to provide enhanced reporting and global searching capabilities to facilitate task management, cross-utilization, and address national intelligence priorities while protecting confidential data and sources. The Service Desk Support specialist is a part of a team that will lead large-scale data analysis projects to design and deliver on premises and cloud-based applications. The Service Desk Support specialist is responsible for providing support to application users on a variety of issues. You will identify, research, and resolve technical problems. You will ensure that all phases of help desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately.

Requirements

7 years of experience collectively with the following:
Use of software to track issues and customer interactions
Demonstrated understanding of computer hardware, software and operating systems
Demonstrated proficiency using remote support tools for troubleshooting and assisting users
Communicating technical information to both technical and non-technical users, with excellent verbal and written communication skills
Demonstrated strong customer service orientation, including patience, empathy and the ability to maintain a professional demeanor
Demonstrated strong analytical and problem-solving skills used to diagnose and resolve a variety of technical issues
Demonstrated ability to manage multiple tasks and prioritize
Documented and demonstrated experience as an individual consultant or a team lead
Active Top-Secret clearance with SCI eligibility
Bachelor’s degree in English, Literature, Business, Information Systems, Social Science, Psychology or technical discipline
In absence of degree, additional years of experience may be substituted for educational requirements
Minimum of 8 years of experience with 7 years of related technical specialized experience

Nice To Haves

Strong understanding of Agile Principles
Experience with the Atlassian suite of tools (Jira, Confluence)
AWS Certifications

Responsibilities

Provide 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.
Serve as the first point of contact or troubleshooting hardware/software PC and printer problems.
Plans and leads major technology assignments.
Evaluates performance results and recommends major changes affecting short-term project growth and success.
Functions as a technical expert across multiple project assignments.
May supervise others.