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Amentum · 1 week ago

Call Center IT Support Technician

US-DC-Washington

Full-time

Onsite

Mid Level

$28/hr - $31/hr

4+ years exp

Amentum is seeking Call Center IT Support Technicians to join our team and support our Washington, DC customer. The role involves providing Tier 2 IT support, troubleshooting hardware and software issues, and ensuring excellent customer service in a fast-paced call center environment.

Mechanical EngineeringSecurityTechnical Support

No H1B

U.S. Citizen Only

Responsibilities

Provide Tier 2 IT 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

Qualification

ServiceNow ticketing systemMicrosoft 365 troubleshootingTier 2 IT supportMulti-factor authenticationHardware installationsMacOS experienceMicrosoft IntuneCommunication skillsOrganizational skillsTeam player

Required

At least 4 years of experience providing desk side and/or call center 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 have a valid, REAL ID driver's license to enter federal buildings (or other acceptable documentation, such as a valid U.S. passport book or card, etc.)

Must be able to obtain and maintain facility credentials/authorization. Note: US Citizenship is required for facility credentials/authorization at this work location

Preferred

Experience working in a high-paced, high-volume Government Client environment

Experience handling Personal Identity Verification (PIV) cards

MacOS experience

Microsoft Intune 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

Excellent writing, communication, and organizational skills