Service Desk Technician

Job Summary

Amentum is currently seeking a Service Desk Technician to support an IT Managed Services program in Albuquerque, New Mexico. The overall program includes a 500+ work force performing Enterprise IT support, Service Desk, and Telecommunications support across multiple facilities and locations, for classified and unclassified telecommunications and information technology (IT) systems.

You will be a part of a team providing in-depth procedural and technical computer end-user support with the highest level of customer satisfaction. Support will be provided using inbound phone calls, inbound chat, inbound and outbound email, instant messaging, or other tools as assigned and available.

As a member of the team, you will:

• Resolve issues remotely that have been reported by the customer. Upon completing additional training, you will move to resolve more complex issues.
• Provide comprehensive Phone, Chat, Web Submission, and Email Support for the efficient resolution of incidents & requests of end-users.
• Upon completing additional training, assist in various scopes of the Service Desk as needed by the business. Resolve more complex hardware & software problems utilizing this additional training & expertise.
• Assist the IT Field Techs & cross-functional teams, in the resolution of IT related issues for all supported platforms.
• Resolve service requests or issues as appropriate on the first point of contact or within the specified timeline.
• Route & Dispatch service request(s) to the appropriate IT support group or next level Tech, for resolution, if the problem cannot be handled within defined time constraints.

• U.S. Citizenship required; must not possess dual citizenship with any other country other than the United States.
• Must have a High School Diploma / GED and 3 years of experience.
• Must be able to obtain a SECRET (S) or DOE L clearance and maintain it for the life of the contract.
• Must have a working knowledge of PC operations which include Hardware, network settings, operating system, and MS Office applications.
• Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer).
• Ability to type 50 WPM.

• Demonstrated experience with Mac Operating Systems and hardware.
• Associates Degree or Bachelor’s Degree in Information Technology or related discipline.
• Any Technical Certifications, ie: A+, NET+, ACMT, Microsoft Fundamentals, etc.
• ITIL v4 Foundations Certification.
• Familiarity with the Service Now platform.
• KCS Foundation Certification.
• Ability to type 70+ WPM.
• Experience working with Mac OS and hardware.