IT Support Technician
Amentum is seeking an IT Support Technician to support our DHS customer at their regional CONUS and OCONUS facilities in Louisville, KY. You will provide Tier 2 IT help desk support, assisting with hardware and software troubleshooting, video teleconferencing, and remote support.
About the role
With experience in Windows operating systems (including patching and updates), Active Directory, data encryption, and backup software, you will contribute to our team’s success. Exceptional customer service skills and a willingness to go the extra mile are essential.
Responsibilities
- Provide LAN administrator support with the installation, configuration, and maintenance of network communication devices, servers, network storage arrays, and tape backup units.
- Support network-attached devices such as computers, printers, fax machines, biometric devices, electrocardiograms, X-ray machines, smart displays, and sensors. Also support mobile and wireless devices, including 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 (including restore testing).
- Monitor ITSM (ServiceNow) assignment groups and apply troubleshooting to resolve tickets.
- Conduct or provide new equipment deployments and/or requested deployment support, including installation and maintenance of video teleconferencing infrastructure.
- Understand customer needs and the realities of commercially available IT products to create requirements for implementation by the architecture and engineering team using COTS products.
- Participate in pre-scheduled after-hours support, weekly on-call rotation, and/or special projects or events.
Requirements
- Associate’s 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 network, computer, server, device imaging/encryption, mobile, server, and backup support.
- Experience using ServiceNow or a similar ticketing system.
- Experience with Microsoft Windows 11 and Microsoft Office 365 (including Microsoft Teams).
- Experience with end-point management and reporting tools (e.g., SCCM, Bomgar, Zscaler, PowerShell scripting).
- Familiarity with the ITIL process.
- Good technical writing, presentation, and documentation skills.
- Ability and willingness to perform physically demanding tasks, such as bending, kneeling, stretching, crawling, lifting, or moving up to 50 lbs.
- Valid driver’s license, access to personal transportation, and ability to pass a Motor Vehicle Records check.
- Local and/or overnight travel to government locations (short-notice local travel is common; extended overnight and air travel is typically less than 15% per year).
- Comfort working in a law enforcement environment (e.g., detention facilities, prisons, or jails).
- Ability to obtain and maintain facility credentials/authorization (U.S. citizenship is required).
Preferred Qualifications
- Prior experience in IT support in an enterprise environment.
- Experience with Windows Server 2019 and Hyper-V.
- Experience with InfoBlox and NetBackup.
- Hardware repair experience with HP computers/printers and Dell servers.
- Expertise in evaluating system performance and recommending improvements or optimizations.
- Experience planning and leading technology assignments and projects.
- ITIL v4, MCSE, A+, Security+, Network+, or other relevant certifications.
Pay
$32.00 – $35.00 per hour. 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
- 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.