Service Desk Support - Senior

Amentum is seeking Sr. Service Desk Support Specialist to join our team in Washington, DC. Our mission provides enterprise cloud services to one of our premier law enforcement agencies. Our team leverages SCRUM and SAFE Agile software development methodology and strong Dev Ops practices.

Successful candidate will be responsible providing support to application users on a variety of issues.

Responsibilities:

·       Identify, research and resolve technical problems

·       Ensure that all phases of help desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately

·       Provide support to end users on a variety of issues

·       Respond to telephone calls, email, and personnel requests for technical support

·       Document, track, and monitor problems to ensure a timely resolution

·       Serve as the first point of contact or troubleshooting hardware/software PC and printer problems

·       Receive and triage user-reported issues

·       Resolve user issues and service desk tickets efficiently by offering step-by-step guidance and support and coordinate with other groups as appropriate 

·       Escalate complex issues with detailed description of issues to higher-tier groups 

·       Document each interaction 

·       Track and manage operational metrics

#javelin

Required:

·       Active Top Secret clearance

·       Bachelors Degree plus 5 years of relevant work experience; 4 years of experience considered in lieu of degree

·       Experience assisting users with technical and general issues by providing troubleshooting, support, and guidance via phone, email, or in person

·       Technical skills, such as operating system and network knowledge, and interpersonal skills like patience, clear communication, and empathy

Preferred: 

·       Business Analysis and Project Management

·       Agile Principles

·       AWS Certifications

Salary and Other Compensation: ​The annual starting salary for this position is between $115,000-$130,000.  Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successf