Job Details
Amentum
Associate Help Desk Specialist 1
Supporting the Most Exciting and Meaningful Missions in the World
Associate Help Desk Specialist 1
Purpose and Scope:
Provide technical support to end-users on hardware, software and network related problems, questions, and use based on established system procedures and guidelines.
Essential Responsibilities:
1) Provide technical support by answering/responding to phone/e-mail to company employees, company application & public website users.
2) Perform at or above established service level agreement requirements for incoming call and email response time, and first call resolution.
3) Classify, prioritize, and record details for all issues/requests/inquiries utilizing the helpdesk ticketing system.
4) Work within established procedures and guidelines to record, update, escalate, and track cases through to resolution.
5) Perform beta-level testing and recording results for new software/applications within the agency.
6) Provide technical support for Active Directory based Local Area Network (LAN) user account administration and related Wide Area Network (WAN) and remote access technology.
7) Research, triage, troubleshoot and resolve reported COTS, proprietary and web-based software applications, desktop, intranet, mobile device, telecom and basic network connectivity issues.
8) Re-create, troubleshoot and resolve problems effectively with users.
9) Independently test and document test results for software/applications.
10) Assist in the maintenance and inventory control of computer equipment.
11) Comply with computer operation standards and procedures.
12) Provide point-of contact for computer users and informal training to new account users.
13) Image computers utilizing established procedures.
Perform all other position related duties as assigned or requested.
Minimum Position Knowledge, Skills, and Abilities Required:
Associates degree and at least 1 year of job-related experience or equivalent. Good written and oral communication skills are required. Position may require the ability to pass and maintain a Security Clearance.
Work Environment, Physical Demands, and Mental Demands:
Typical office environment with no unusual hazards, occasional lifting to 20 pounds, constant sitting while using the computer terminal, constant use of sight abilities while reviewing documents, constant use of speech/hearing abilities for communication, and constant mental alertness; must possess planning/organizing skills and be able to work under deadlines.
Other Responsibilities:
Safety - Amentum enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe work environment. As appropriate, each employee is responsible for completing all training requirements and fulfilling all self-aid/buddy aid responsibilities, participating in emergency response tasks and serving on safety committees and teams.
Quality - Quality is the foundation for the management of our business and the keystone to our goal of customer satisfaction. It is our policy to consistently provide services that meet customer expectations. Accordingly, each employee must conform to the Amentum Quality Policy and carry out job activities in compliance with applicable Amentum Quality System documents and customer contracts. Each employee must read and understand his/her Quality Management and Customer Satisfaction responsibilities.
Procedure Compliance - Each employee must read, understand and implement the general and specific operational, safety, quality and environmental requirements of all plans, procedures and policies pertaining to his/her job.
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.