Service Desk Support – Senior (Team 10)

Purpose and Impact:

Amentum is searching for a Top-Secret cleared Service Desk Support Specialist to join our team in Washington, DC. You will be working in an organization that’s mission is to accelerate operations through data and new analytical insights. The entire section leverages agile and works to provide enhanced reporting and global searching capabilities to facilitate task management, cross-utilization, and address national intelligence priorities while protecting confidential data and sources.

The Service Desk Support specialist is a part of a team that will lead large-scale data analysis projects to design and deliver on premises and cloud-based applications. The Service Desk Support specialist is responsible for providing support to application users on a variety of issues. You will identify, research, and resolve technical problems.  You will ensure that all phases of help desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately.

Work Schedule:  Typically, Monday through Friday 8-hour days onsite. Flexibility within a 2-week pay period to reach 80 hours.

Essential Responsibilities:

In this role, you will provide support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email, and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. Ensures that all phases of help desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately. These personnel serve as the first point of contact or troubleshooting hardware/software PC and printer problems.

Possesses and applies comprehensive knowledge across key tasks and high impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. Functions as a technical expert across multiple project assignments. May supervise others.

Minimum Requirements (Knowledge, Skills, and Abilities):

• 7 years of experience collectively with the following:
  • Use of software to track issues and customer interactions
  • Demonstrated understanding of computer hardware, software and operating systems
  • Demonstrated proficiency using remote support tools for troubleshooting and assisting users
  • Communicating technical information to both technical and non-technical users, with excellent verbal and written communication skills
  • Demonstrated strong customer service orientation, including patience, empathy and the ability to maintain a professional demeanor
  • Demonstrated strong analytical and problem-solving skills used to diagnose and resolve a variety of technical issues
  • Demonstrated ability to manage multiple tasks and prioritize
  • Documented and demonstrated experience as an individual consultant or a team lead

Clearance Required:

• Active Top-Secret clearance with SCI eligibility

Minimum Education:

• Bachelor’s degree in English, Literature, Business, Information Systems, Social Science, Psychology or technical discipline
• In absence of degree, additional years of experience may be substituted for educational requirements

Minimum Years of Experience:

• Minimum of 8 years of experience with 7 years of related technical specialized experience

Preferred Qualifications:

• Strong understanding of Agile Principles
• Experience with the Atlassian suite of tools (Jira, Confluence)
• AWS Certifications

#javelin

       

Compensation Details:

US:$95,000 - $105,000

       

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