Tier 3 IT Support Technician

Tier 3 It Support Technician

Amentum is seeking Tier 3 IT Support Technicians to join our team and support our Washington, DC customer. We are looking for team members who are passionate about making a difference by working on critical efforts we manage as a premier government contractor.

You enjoy providing Tier 3 support while multitasking in a fast-paced environment and utilizing the ServiceNow ticketing system. One of your strong points is your eagerness to learn and how you are proactive in asking questions when you need more information. As a team player, you thrive in helping your colleagues and look forward to supporting our customers professionally.

Responsibilities:

• Provide Tier 3 IT desk side and/or call center support to end users for complex 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

Minimum Requirements:

• At least 5 years of experience providing desk side and/or service desk IT support, specializing in troubleshooting end-user issues with hardware and software
• CompTIA A+ certification may be substituted for 1 year of experience
• ServiceNow ticketing system experience
• Experience averaging about 10–12 tickets a day
• Experience with the Microsoft Windows 11 operating system
• 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 Qualifications:

• Experience working in a high-paced, high-volume Government Client environment
• Experience handling Personal Identity Verification (PIV) cards
• Experience with remote support tools (such as Bomgar, BigFix, etc.)
• Microsoft InTune experience
• MacOS experience
• Active Directory experience
• Experience troubleshooting mobile devices
• 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

Compensation Details: 33.00 - 35.00

The compensation range or hourly rate listed for this position is provided as a good-faith estimate of what the company intends to offer for this role at the time this posting was issued. Actual compensation may vary based on factors such as job responsibilities, education, experience, skills, internal equity, market data, applicable collective bargaining agreements, and relevant laws.

Benefits Overview: Our health and welfare benefits are designed to support you and your priorities. Offerings include:

• Health, dental, and vision insurance
• Paid time off and holidays
• Retirement benefits (including 401(k) matching)
• Educational reimbursement
• Parental leave
• Employee stock purchase plan
• Tax-saving options
• Disability and life insurance
• Pet insurance

Note: Benefits may vary based on employment type, location, and applicable agreements. Positions governed by a Collective Bargaining Agreement (CBA), the McNamara-O'Hara Service Contract Act (SCA), or other employment contracts may include different provisions/benefits.