Job Details
Amentum
Vulnerability Remediation Technician
Amentum is currently seeking a Vulnerability Remediation 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. The team resolves incidents, service requests, and problems associated with service failures or degradations that are related to hardware and software computing devices (including mobile equipment).
As a member of the team, you will:
Provide prompt initial response to all assigned service requests, ensuring the standard performance requirement is met.
Troubleshoot the system problem and complete repair in a timely and efficient manner, insuring minimal recurrence of problem.
Effectively use remote assistant tools, knowledge base, and other tools to diagnose as appropriate.
Provide the customer with regular communication regarding status of repair/install including notification when repairs are complete.
Communicate with customer appropriate advice and 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.).
Escalate service requests to the appropriate IT support for resolution.
Meet required productivity expectations, including Field Service Team metrics.
Make every attempt, when appropriate, to resolve service requests remotely.
Partner with team members to communicate new solutions and assist other technicians when call volume is low.
Contribute to the knowledge base (KB) through research of articles, training courses attended, on the job learning, etc.
Minimum Qualifications:
Must have a High School Diploma / GED and 3 years of experience.
Must be able to obtain and maintain a TOP SECRET (TS) or DOE Q Government Clearance. Note: US Citizenship is required to obtain a TOP SECRET (TS) or DOE Q Clearance.
Possess experience with equipment software installation and upgrades.
Possess two+ years of demonstrated PC support, diagnostic/troubleshooting and repair experience.
Working knowledge of PC operations including hardware, operating systems and network settings.
Preferred Qualifications:
Associate Degree or higher in Computer Science, Information Systems, or similar.
CompTia Certifications, such as A+ or Network+.
Microsoft Certifications, such as MCSA Windows.
Apple Certifications, such as ACSP or JAMF.
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.