Tier 3 IT Support Technician

Amentum•Washington, DC

32d•$33 - $35

About The Position

Amentum is seeking a Tier 3 IT Support Technician to join our team and support our Washington, DC customer. We are looking for team members who are passionate about making a difference by working on critical efforts we manage as a premier government contractor. You enjoy providing Tier 3 support while multitasking in a fast-paced environment and utilizing the ServiceNow ticketing system. One of your strong points is your eagerness to learn and how you are proactive in asking questions when you need more information. As a team player, you thrive in helping your colleagues and look forward to supporting our customers professionally. Here at Amentum, we are purpose-driven with a fierce commitment to deliver on our promises. We create trailblazing solutions, have unwavering integrity, and embrace inclusion and collaboration. Our team is excited to help customers solve today's and tomorrow's problems, giving confidence and reassurance that together we'll accomplish mission success.

Requirements

At least 5 years of experience providing desk side and/or service desk IT support, specializing in troubleshooting end-user issues with hardware and software
CompTIA A+ certification may be substituted for 1 year of experience
ServiceNow ticketing system experience
Experience averaging about 10-12 tickets a day
Experience with the Microsoft Windows 11 operating system
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, including assembly, installation, configuration, testing, troubleshooting, and repairing hardware and peripherals
Must be able to obtain and maintain facility credentials/authorization. Note: US Citizenship is required for facility credentials/authorization at this work location.

Nice To Haves

Experience working in a high-paced, high-volume Government Client environment
Experience handling Personal Identity Verification (PIV) cards
Experience with remote support tools (such as Bomgar, BigFix, etc.)
Microsoft InTune experience
MacOS experience
Active Directory experience
Experience troubleshooting mobile devices
Experience with documentation, tracking, security, and testing related to network operations and hardware/software integration, including review and maintenance of agency policies and procedures
Excellent writing, communication, and organizational skills

Responsibilities

Provide Tier 3 IT desk side and/or call center support to end users for complex software and hardware troubleshooting
Installs, modifies, and repairs computer hardware and software both in person and using remote access tools
Provide support for on-site and remote (via Citrix) technology integration including laptops, printer networks, and VOIP systems
Applies 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
Maintains current knowledge of relevant technology as assigned