Amentum is currently seeking Windows Desktop Support Technician to support an IT Managed Services program in Albuquerque, New Mexico. The overall program includes a 500+ work force performing Enterprise IT support, Service Desk, and Telecommunications support across multiple facilities and locations, for classified and unclassified telecommunications and information technology (IT) systems.

Responsibilities:

• Provide prompt initial response to all assigned service requests, ensuring the standard performance requirement is met-or-exceeded.

• Troubleshoot the system problem & complete repair in a timely & efficient manner, insuring minimal recurrence of problem (rework)

• If unable to repair on initial visit, validate the user’s problem & provide information on a temporary work around, if necessary, to allow the customer to continue to work, until the system is repaired.

• Effectively use remote assistant tools, knowledge base, & other tools to diagnose as appropriate & wherever available in the repair customer issues within target time limits

• Provide the customer with regular communication regarding status of repair/install including notification when repairs are complete.

• Communicate with customer appropriate advice & techniques to avoid future incidents of a similar nature.

• Appropriately document all required information into the call tracking system.

• Ensure system is appropriately secured (case is locked, system password protected, etc.).

• Complete site specific, preventative maintenance checklist.

• If needed, escalate the service request to the appropriate IT support for resolution if problem cannot be handled within provided time constraints.

• Meet required productivity expectations, including Field Service Team metrics.

• Meet or exceed all performance service level targets

• Make every attempt, when appropriate, to resolve service requests remotely.

• Partner with team members to communicate new solutions and assist other technicians when call volume is low.

• Contribute to the knowledgebase (KB) through research of articles, training courses attended, on the job learning, etc.

• Participate in IT projects.

• Strive to achieve & maintain knowledge of all applicable site procedures.

• Exercise appropriate workflow & time management.

• Provide adequate notice for planned absences (two weeks preferred).

• Other duties assigned as necessary.

Minimum Qualifications:

• Must possess Associate’s Degree OR in lieu of an Associate's Degree you must have an additional 3 years of related experience.

• Should be trained in the prevailing operating system(s) & hardware systems used at the client site.

• Possess experience working in an IT service operation using ITIL best practices and/or ISO 2900 quality management system.

• Demonstrate formal customer service & technical training will be required.

• Possess proven experience of having provided the highest quality of customer service in a fast-paced IT service environment.

• Possess experience with equipment & software installation & upgrades.

• Due to the nature of the work & its location, U.S. Citizenship is required.

• Possess two+ years of demonstrated PC support, diagnostic/troubleshooting & repair experience, including a solid working knowledge of PC operations including hardware, operating systems and network settings.

Preferred Qualifications:

• Associate’s Degree or higher in Computer Science, Information Systems, or similar

• CompTia Certifications, such as A+ or Network+ are desired.

• Microsoft Certifications, such as MCSA Windows is desired.

• Apple Certifications, such as ACSP or JAMF Certs are desired.

• Active U.S. Government Clearance

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, gender identity, 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. Learn more about your rights under Federal EEO laws and supplemental language at EEO including Disability/Protected Veterans and Labor Laws Posters.