You enjoy providing Tier 2 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.

Responsibilities:

• Provide Tier 2 IT desk side and/or call center support to end users for 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

• Assist Service Desk with answering phones when needed

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 (Hourly rate to be determined by the education, experience, knowledge, skills, abilities of the applicant internal equity, and alignment with market data.) This position includes a competitive benefit 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:

• 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, 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:

• 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, including review and maintenance of agency policies and procedures

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

• Excellent writing, communication, and organizational skills