Call Center IT Support Technician

PAE Government Services Inc.; Maryland; On-site; USD 23,000 - 26,000; Full time

Benefits offered by this job

Health, dental, vision insurance

Paid time off

401(k) matching

Educational reimbursement

Parental leave

Employee stock purchase plan

Disability and life insurance

Pet insurance

Job summary

Amentum is seeking a Call Center IT Support Technician to assist the Anne Arundel County Office of Information Technology in Annapolis, Maryland. You will provide Tier 1 help desk support for PCs, printers, tablets, and other peripherals, using strong customer service skills to resolve issues via phone, chat, email, or in-person interactions.

Responsibilities include troubleshooting hardware/software problems, escalating complex cases, maintaining incident records, and training new staff on

Qualifications

• Associate’s degree in IT or related field with 1+ year desktop support/helpdesk experience
• High school diploma/GED with 3+ years of desktop support experience accepted
• Experience with Google Workspace including Gmail, Calendar, Drive
• Clear communication in English, both verbal and written

Responsibilities

• Provide Tier 1 help desk support for end-users
• Troubleshoot hardware/software issues on desktops, laptops, and peripherals
• Escalate complex problems to higher-level teams as needed
• Offer support via phone, email, chat, remote, or in-person
• Provide desktop support for county staff, including remote locations
• Create and maintain incident logs and tracking databases
• Conduct training on basic desktop applications (G‑Suite, Microsoft Office)

Skills

Desktop support

Google Workspace

English communication

Customer service

Phone/email/chat support

Education

Associate’s degree in IT

High school diploma/GED

Bachelor’s degree (preferred)

Tools

G-Suite

Microsoft Office

Job description

Amentum is seeking a highly motivated Call Center IT Support Technician to support the Anne Arundel County Office of Information Technology in Annapolis, Maryland. With your fantastic attention to detail and follow-through, you will provide Tier 1 help desk support with PC, network, and telecommunication users. You’ll be designing, implementing, troubleshooting, and maintaining various computer platforms, such as PCs, printers, tablets, cellular devices, and other peripherals. Your exceptional customer service skills and willingness to go the extra mile will make you a great addition to our team. Work hours are normally 8 hours per day and 5 days per week, Monday through Friday. Overtime is infrequent, but important when required (1%).

Responsibilities

• Provide technical assistance and troubleshooting to end-users experiencing hardware or software issues with their desktop computers, laptops, and peripherals.
• Diagnose and resolve hardware and software problems related to desktop computers, laptops, printers, and other peripherals.
• Escalate complex issues to higher-level support teams as needed.
• Provide technical support and guidance to users via phone, email, chat, remote, or in-person interactions.
• Provide desktop support for all County staff, including those at remote locations.
• Create and maintain Incident work-log entries and spreadsheets/databases for tracking purposes.
• Provide training in desktop programs for new staff, consisting of basic instructions on accessing and using standard desktop applications (e.g. G-Suite, Microsoft Office, etc) and how to access available research.

Amentum is a global leader in advanced engineering and innovative technology solutions, trusted by the United States and its allies to address their most significant and complex challenges in science, security and sustainability. Our people apply undaunted curiosity, relentless ambition and boundless imagination to challenge convention and drive progress. Our commitments are underpinned by the belief that safety, collaboration and well-being are integral to success. Headquartered in Chantilly, Virginia, we have approximately 50,000 employees in more than 70 countries across all 7 continents.

Minimum Requirements

• Associate’s degree in a related Information Technology field, and at least 1 year of experience in a desktop support, helpdesk, or technical support role
• Or a High school diploma/GED, and at least 3 years of experience in a desktop support, helpdesk, or technical support role
• Experience with Google Workspace Environment, including Gmail, Calendar, and Drive
• Experience with client-facing consulting engagements
• Clear, concise, and accurate communications skills in English, both verbal and written

Must be able and willing to perform physical tasks, such as sitting for extended periods of time at a desk and computer terminal (90%), bending, lifting, moving boxes, walking, standing, and operating a county vehicle for equipment pick-up and delivery. There is a possibility that due to parking availability and location of work area walking moderate to long distances can sometimes be required. Must have a valid driver’s license and be able to pass a Motor Vehicle Records as travel to and from customer’s locations and work sites may be required to support projects. When operating any vehicle for work purposes, you must wear a seat belt, and in addition, no cellular devices are to be used when vehicle is in motion. Must be able to obtain and maintain facility credentials/authorization. Note: US Citizenship or US Permanent Resident status is required for facility credentials/authorization at this work location. This position will require a detailed background check.

Preferred Qualifications

• Bachelor’s degree (or higher) in a related Information Technology field

Compensation Details

$16.83 - $19.23 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 on employment type, location, and applicable agreements.

Positions governed by a Collective Bargaining Agreement (CBA), the McNamara-O'Hara Service Contract Act (SCA), or other employment contracts may include different provisions/benefits.

Equal Opportunity Employer

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, and 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.

EEO including Disability/Protected Veterans Labor Laws Posters

Contact and Accommodations

If you need a reasonable accommodation for any part of the employment process, please complete our Accommodation Request. Requests for accommodation will be considered on a case‑by‑case basis. If you need assistance, please reach out to [e-mail]

Welcome back! We encourage you to check on the status of your current job applications with us. You can also search for a list of our current job openings and see if there are any new positions that might be a good fit for you. Thank you for continued interest in employment with Amentum. For more than 100 years, Amentum has tackled the world’s toughest challenges to deliver agile and steadfast solutions to the U.S. government and its allies. With more than 50,000 employees on all seven continents and in more than 60 countries, Amentum delivers a broad range of operational support services to meet the critical needs of our clients. Our headquarters are in Chantilly, VA. Find us online at https://www.amentum.com/