Tier 2 IT Support Technician

at  Amentum

Amentum is seeking a Tier 2 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 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 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.

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:

• 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
  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, 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.
  Labor Law Posters
  EEO including Disability/Protected Veteran

• 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 neede