Job Details
Amentum
Windows Desktop Support Technician
Supporting the Most Exciting and Meaningful Missions in the World
Windows Desktop Support Technician
Amentum is currently seeking a Windows Desktop Support 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 that provides end-user support with processes for managing and delivering services that are ITIL® conformant. You will resolve incidents, service requests, and problems associated with service failures or degradations that are related to hardware and software computing devices (including mobile equipment) and support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies.
As a member of the team, you will:
Provide prompt initial response to all assigned service requests, ensuring the standard performance requirement is met-or-exceeded.
Troubleshoot the system problem & complete repair in a timely & efficient manner, insuring minimal recurrence of problem (rework)
If unable to repair on initial visit, validate the user’s problem & provide information on a temporary work around, if necessary, to allow the customer to continue to work, until the system is repaired.
Effectively use remote assistant tools, knowledge base, & other tools to diagnose as appropriate & wherever available in the repair customer issues within target time limits.
Provide the customer with regular communication regarding status of repair/install including notification when repairs are complete.
Communicate with customer appropriate advice & techniques to avoid future incidents of a similar nature.
Appropriately document all required information into the call tracking system.
Ensure system is appropriately secured (case is locked, system password protected, etc.).
Complete site specific, preventative maintenance checklist.
Minimum Qualifications:
Must have an Associates Degree and 2 years of experience OR High School Diploma / GED and 5 years of experience.
Must be able to obtain a TOP SECRET (TS) or DOE Q clearance and maintain it for the life of the contract.
Possess experience working in an IT service operation using ITIL best practices and/or ISO 2900 quality management system.
Possess experience with equipment & software installation & upgrades.
Preferred Qualifications:
Bachelor’s Degree or higher in Computer Science, Information Systems, or similar.
CompTIA Certifications, such as A+ or Network+ are desired.
Microsoft Certifications, such as MCSA Windows is desired.
Apple Certifications, such as ACSP or JAMF Certs are desired.
Active U.S. Government Clearance.
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.