Tier 2 IT Support Technician – On-site & Video Conferencing

Amentum; Louisville (KY); On-site; USD 45,000 - 48,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Paid time off and holidays

Retirement benefits (401(k) matching)

Educational reimbursement

Parental leave

Employee stock purchase plan

Tax-saving options

Disability and life insurance

Pet insurance

Job summary

Amentum is seeking IT Support Technicians to support our DHS customer at CONUS/OCONUS facilities, including Louisville, KY. You will provide Tier 2 help desk support, troubleshoot hardware/software, and support video conferencing and remote access.

Ideal candidates have Windows 11 and Office365 experience, plus familiarity with ITIL processes and ticketing systems like ServiceNow. Travel to government sites and credentialing may be required.

Qualifications

• Associates Degree, and at least 1 year of IT help desk support experience
• Or High school diploma/GED, and at least 3 years of IT help desk support experience
• Hands-on experience with providing network, computer, server, device imaging/encryption, mobile, server and backup support
• Experience using the ServiceNow ticketing system (or similar ticketing system)
• Experience with the Microsoft Windows 11 operating system
• Experience with Microsoft Office365, including Microsoft Teams
• Experience with end-point management and reporting tools (SCCM, Bomgar, Zscaler, and PowerShell scripting)
• Familiarity with the ITIL process
• Good technical writing, presentation, and documentation skills
• Must be able and willing to perform physically demanding tasks, such as bending, kneeling, stretching, crawling, lifting, or moving up to 50 lbs.
• Must have a valid driver's license, access to personal transportation, and be able to pass a Motor Vehicle Records check
• Local and/or overnight travel to Government locations is required (local short notice travel to customer sites is common; extended overnight and air travel is typically less than 15% per year)
• Must be comfortable working in a Law Enforcement environment, which may consist of locations such as detention facilities, prisons, or jails
• Must be able to obtain and maintain facility credentials/authorization. Note: US Citizenship is required for facility credentials/authorization at this work location.

Responsibilities

• Provide LAN administrator support with the installation, configuration and maintenance of network communication devices, servers, network storage arrays and tape backup units
• Provide support of network attached devices such as computers, printers, fax machines, biometric devices, electrocardiograms, x-ray machines, smart display, and sensors. Also provide support of mobile and wireless devices to include smartphones, tablets, and hotspots
• Assist in testing, applying, and maintaining server configurations and related security patches, as well as maintaining and checking the health of systems and backups to include restore testing
• Monitors ITSM (ServiceNow) assignment groups and applies troubleshooting needed to resolve tickets
• Conduct or provide new equipment deployments and/or requested deployment support, including installation and maintenance of video teleconferencing infrastructure
• Responsible for understanding the needs of the customers and the realities of commercially available IT products and creating requirements that will allow implementation by the architecture and engineering team and COTS products
• Participate in pre-scheduled after-hours support of weekly on-call rotation and/or as a team member supporting special projects or events

Skills

Active Directory

Windows 11

Customer service

Video conferencing support

Remote support

Education

Associates Degree

High school diploma/GED

Tools

SCCM

Bomgar

Zscaler

PowerShell scripting

Job description

Amentum is seeking IT Support Technicians to support our DHS customer at CONUS/OCONUS facilities, including Louisville, KY. You will provide Tier 2 help desk support, troubleshoot hardware/software, and support video conferencing and remote access.

Ideal candidates have Windows 11 and Office365 experience, plus familiarity with ITIL processes and ticketing systems like ServiceNow. Travel to government sites and credentialing may be required.