Tier 2 IT Support Technician

$58,240 - $64,480/Yr

Amentum - Washington, DC

Full-time - Mid Level

Hybrid - Washington, DC

Professional, Scientific, and Technical Services

About the position

Amentum is seeking a Tier 2 IT Support Technician to provide essential IT support to end users in Washington, DC. This role involves troubleshooting hardware and software issues, utilizing the ServiceNow ticketing system, and ensuring excellent customer service. The technician will work in a fast-paced environment, supporting both on-site and remote technology integration, while also mentoring junior staff and maintaining current knowledge of relevant technologies.

Responsibilities

• Provide Tier 2 IT desk side and/or call center support to end users for software and hardware troubleshooting.
• Install, modify, and repair computer hardware and software both in person and using remote access tools.
• Provide support for on-site and remote technology integration including laptops, printer networks, and VOIP systems.
• Apply basic diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Utilize ServiceNow to create, update, and close incident and service requests.
• Assist with configuration and support for agency issued mobile devices.
• Help mentor and train colleagues and junior technicians with core IT principles and technologies.
• Provide excellent customer service, while serving as a technical expert and liaison to NIH clients and contract staff.
• Maintain current knowledge of relevant technology as assigned.
• Assist Service Desk with answering phones when needed.

Requirements

• Vocational/technical training beyond high school.
• At least 4 years of experience providing desk side and/or service desk IT support, specializing in troubleshooting end-user issues with hardware and software.
• ServiceNow ticketing system experience.
• Experience averaging about 10-12 tickets a day.
• Experience troubleshooting Microsoft 365, including Outlook and Teams.
• Multi-factor authentication (MFA) troubleshooting experience.
• Experience with hardware and memory installations, laptop/desktop imaging and backups, system updates, and software pushes.
• Understanding of enterprise-level IT environments.
• Working knowledge of computers, printers, and scanners, including how these pieces of technology interact with each other.

Nice-to-haves

• Previous government experience.
• Experience handling Personal Identity Verification (PIV) cards.
• MacOS experience.
• BigFix experience.
• Experience with documentation, tracking, security, and testing related to network operations and hardware/software integration.
• Experience in a high-paced, customer-service focused environment.
• Excellent writing, communication, and organizational skills.

Benefits

• Competitive hourly rate between $28.00 - $31.00 based on experience and qualifications.
• Comprehensive benefits package.