Service Desk Support - Senior

Amentum • Washington, DC

30d

About The Position

Are you interested in using your skills to help shape the Cyber, Security, & Intel space? If so, look no further. Amentum is seeking a Senior Desk Support to join our team of passionate individuals in Washington, DC. In this role you will support challenging, mission-critical projects that make a direct impact on the Nation's security and intelligence mission. 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. You will be responsible providing support to application users on a variety of issues. You will identify, research and resolve technical problems. You will ensure ensures that all phases of help desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately. "This position is contingent upon award"

Requirements

• Active Top Secret clearance
• Minimum of 5 years of relevant experience
• Education: Bachelor's degree
• In absence of degree, additional years of experience may be substituted for educational requirements

Nice To Haves

• Business Analysis and Project Management:
• Agile Principles
• 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.
• These personnel serve as the first point of contact or troubleshooting hardware/software PC and printer problems.
• Possesses and applies a comprehensive knowledge across key tasks and high impact assignments.
• 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.
• Receive and triage user-reported issues
• Resolve user issues and service desk tickets efficiently by offering step-by-step guidance and support and coordinate with other groups as appropriate
• Escalate complex issues with detailed description of issues to higher-tier groups
• Document each interaction
• Track and manage operational metrics

Benefits

• Amentum's health and welfare benefits are designed to invest in you and in the things you care about. Your health. Your well-being. Your security. Your future. Eligible employees and their dependents may elect medical, dental, vision, and basic life insurance.
• Employees are able to enroll in our company's 401k plan, and, if eligible, a deferred compensation plan and Executive Deferral Plan.
• Employees will also receive 17 days of vacation per year, seven paid holidays, plus floating holidays and caregiver leave.
• Hired applicants will be able to purchase company stock and have the opportunity to receive a performance discretionary bonus.

What This Job Offers

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