Amentum is seeking a Call Center IT Support Technician to join our team and support our Washington, D.C. customer. We are looking for team members who are passionate about making a difference by upholding the highest standards of customer service and technical understanding as a premier government contractor.

You enjoy providing IT Support solutions in a call center while multitasking in a fast-paced, mission-critical environment. One of your strong points is your eagerness to work in a team environment and how you are proactive in asking questions when you need more information to resolve Client requests. As a team player, you thrive in helping your colleagues and look forward to supporting our customers professionally.  You are dedicated to our customer’s mission. 

Responsibilities:

• Provide Tier 2 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 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

Here at Amentum, we are bringing advanced engineering and technology solutions to the most significant challenges in science, security, and sustainability. We realize breakthroughs by continuously reinvesting, deliver on missions by meeting commitments, take on challenges with courage, embrace diversity and collaboration, and believe safety and well-being are integral to success.

Compensation & Benefits:

HIRING HOURLY RANGE: $28.00 - $31.00 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant internal equity, and alignment with market data.) This position includes a competitive benefits package. For more detailed information on our Benefits and what it is like to work for Amentum: please visit our careers site: www.amentumcareers.com

Minimum Requirements:

• At least 3 years of experience providing desk side and/or service desk IT support, specializing in troubleshooting end-user issues with hardware and software

  • Or a current COMPTIA A+ certification, and at least 2 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 10–15 tickets a day in a metric driven environment

• Experience troubleshooting Microsoft 365, including Outlook and Teams

• Multi-factor authentication (MFA) troubleshooting experience

• Strong knowledge of Windows 11

• Proficient in MS Intune

• Strong knowledge of Active Directory

• Familiar with Splunk queries

• 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. 

Preferred Qualifications:

• Knowledge of PIV/ CAC/ HSPD-12 authentication

• Microsoft Teams and Webex experience

• Experience with documentation, tracking, security, and testing related to network operations and hardware/software integration, including review and maintenance of agency policies and procedures

• Experience in a high-paced, customer-service focused environment

• Excellent writing, communication, and organizational skills

• Ability to work independently with initiative

Amentum is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran’s status, ancestry, sexual orientation, gender identity, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law. Learn more about your rights under Federal EEO laws and supplemental language at EEO including Disability/Protected Veterans and Labor Laws Posters.