Amentum is seeking a Tier 3 IT Support Technician 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:

• Complete hardware and software repairs on non-functioning mobile devices

• Reset or change client's password through Secure doc encryption, Active Directory, and Keychain Access.

• Participate in multiple projects, serve as subject matter expert and endpoint of escalation for the Service Desk, application owners, and tier-3 support teams on issues related to the mobile device environment

• Troubleshoot complex issues with multiple mobile devices, including but not limited to:  iPhones, iPads, Android iOS and Macs

• Plan for obsolescence and decommissioning of Mobile devices in the environment

• MDM management with configuration profiles to manage active Apple devices, concentrating on current industry-led security protocols and standards

• Create, maintain, and implement detailed documentation and maintain standard operating procedures for software upgrades, patching, etc.

• Activate, enroll, provision, and remotely decommission devices via Intune and Apple Business Manager (ABM)

• Install, configure, troubleshoot, and resolve incidents related to Mac/PC hardware, software

• Support secure operations by maintaining anti-virus, endpoint security applications and remediating vulnerabilities, security violations, and incidents within designated time constraints

• Document and track customer incidents and requests using the ServiceNow incident tracking/ticketing software system.

• Experience troubleshooting M365 applications and authentication errors on mobile devices

• In-depth knowledge of various mobile operating systems, phone vendors (AT&T), Intune and ServiceNow. 

• Experience migrating users in a refresh cycle. 

Here at Amentum, we are bringing advanced engineering and technology solutions to the most significant challenges in science, security, and sustainability. We realize breakthroughs by continuously reinvesting, deliver on missions by meeting commitments, take on challenges with courage, embrace diversity and collaboration, and believe safety and well-being are integral to success.

Compensation & Benefits:

HIRING SALARY RANGE: $70,000 - $75,000 (Salary range to be determined by the education, experience, knowledge, skills, abilities of the applicant internal equity, and alignment with market data.) This position includes a competitive benefit package. For more detailed information on our Benefits and what it is like to work for Amentum, please visit our careers site: www.amentumcareers.com

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

• ServiceNow ticketing system experience

• Experience configuring systems to include laptops and phones

• Experience averaging about 10–12 tickets a day

• 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

• Fluent in multiple IT disciplines such as computing, computer workstations, computer hardware and software, productivity tools, applications and networking

• 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
• MacOS experience
• Microsoft Intune experience
• 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

Amentum is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, sex, sexual orientation, pregnancy (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, ancestry, United States military or veteran status, color, religion, creed,  marital or domestic partner status, medical condition, genetic information, national origin, citizenship status, low-income 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. Learn more about your rights under Federal laws and supplemental language at Labor Laws Posters.