Service Desk Technician

Job Summary Amentum is currently seeking a Service Desk Technician to support an IT Managed Services program for Sandia National Laboratories, Department of Energy. 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 for National Technology and Engineering Solutions of Sandia (NTESS). As a Service Desk Technician, you will provide in-depth procedural & technical computer end-user support with the highest level of customer satisfaction. Support will be provided using inbound phone calls, inbound chat, inbound & outbound email, instant messaging or other tools as assigned & available. In some cases, you will dispatch service requests & escalate issues to appropriate points of contact defined within the support organization. As a member of the team, you will: Resolve basic issues remotely that have been reported by the customer. Upon completing additional training, you will move to resolve more complex issues. Provide comprehensive Phone & Chat Support for the efficient resolution of incidents & requests of end-users. Partner with other IT teams in the development, testing & implementation of commercially & internally developed solutions. Upon completing additional training, assist in various scopes of the Service Desk as needed by the business. Resolve more complex hardware & software problems utilizing this additional training & expertise. Assist the IT Field Techs & cross-functional teams, in the resolution of IT related issues for all supported platforms. Resolve service requests or issues as appropriate on the first point of contact or within the specified time-line. Route & Dispatch the service request to the appropriate IT support group or next level Tech, for resolution, if the problem cannot be handled within defined time constraints. Participate in After-Hours Support rotations, as needed (on call). Minimum Requirements Must be a U.S citizen Must have a High School diploma or GED and at least 3 years of experience. Must be able to obtain a TOP SECRET (TS) or DOE Q clearance and maintain it for the life of the contract. Must have 2 years of PC Support, diagnostic/troubleshooting & repair experience. Must have a working knowledge of PC operations which include: Hardware, network settings, operating system, & MS Office applications. Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer). Preferred Qualifications Demonstrated experience with Mac Operating Systems and hardware. Associates Degree or Bachelor’s Degree in Information Technology or related discipline. Any Technical Certifications, ie: A+, NET+, ACMT, Microsoft Fundamentals, etc. ITIL v4 Foundations Certification. Ability to type 50+ WPM. Experience working with Mac OS and hardware.