Job
Description
This position is contingent upon Customer approval, funding, and/or position availability. Job Summary The Service Desk Support Technician is responsible for providing essential ServiceNow L1 technical assistance and support to our workforce end users located across the globe using a ServiceNow ticketing system and following the Business Technology policies and procedures. Principal Accountabilities Provide first-level IT technical support and problem resolution to all end-users with software, hardware and application problems via the ServiceNow ticketing system Lifecycle ticket management, ensuring all tickets are dealt with and closed out or escalated to second-level support in a timely and professional manner Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases Maintain communications with customers throughout the problem resolution process Desirable skills: automation, scripting, low-code / no-code tooling (e.g. MS PowerPlatform) Administer user accounts via Active Directory, group membership and rights assignment based on established procedures Technical Troubleshooting o End User Compute (EUC), Networking, Applications (inc. common enterprise applications and M365), Printing, Unified Communications, including meeting room facilities (video conferencing), fixed and mobile telephony, video conferencing (e.g. Microsoft Teams, Zoom) Report any pattern or trends to management for proactive problem management Refer to internal IT news, knowledge articles, and general industry updates to stay up-to date with recent changes or new implementations Share observations with team and update knowledge base articles Willing to perform other reasonable IT related duties if required as requested by management Knowledge & Skills Experience in an IT support or a similar technical role, with a strong background in system, network, and application support Experience with ServiceNow or similar IT ticketing systems Experience in customer-focused environments, providing high-quality technical support Ability to explain technical concepts to non-technical users Follow Security procedures and keep a vigilant eye for Cyber Security issues Excellent knowledge of service desk processes and functions in support of end-user computing needs Strong knowledge of troubleshooting Windows Desktop (10 & 11) Strong knowledge and hands-on experience of Enterprise Hybrid environments: on-prem + Microsoft Azure Strong knowledge of current Microsoft 365 (inc. Office 365) desktop operating system and application software (adds, removes, password resets) – certification preferred but not essential (MS-100/101/102) Demonstrated knowledge of personal computer hardware configuration and setup Understanding of basic Networking and troubleshooting Basic understanding of IP addresses, DNS and what makes up an IT network Diagnosing internet connection issues, WiFi issues Experience with EUC environments and management platforms (e.g. SCCM, inTune, Active Directory) Cloud Platform experience, including 3rd party SaaS Experience with Video Conferencing and telephony systems First-class customer service and communication skills; will be working with end users in multiple countries, with different cultures and occasional language complexities (fluent English written and verbal is required for this role) Problem-solving and troubleshooting abilities A professional "can-do" attitude and a positive, enthusiastic approach Ability to work independently and as part of a team. Experience & Education Two to Three years of experience with information technology environment with strong background in support, system & network infrastructure. Bachelor’s degree or Diploma in an associated discipline preferred. Experience in working in a customer oriented professional environment. CompTia A+, MCSE certification. Any additional technical certifications in IT focus areas is an advantage. Physical Requirements/Working Environment Normal office environment with shift pattern. Travel No travel required. Disclaimer The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. 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, or 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.
