IT Support Specialist

$62,400 - $74,880/Yr

Amentum - Denver, CO

Full-time

Denver, CO

Professional, Scientific, and Technical Services

About the position

The IT Support Specialist at Amentum is responsible for providing Tier 2 and Tier 3 support for hardware and software issues, primarily for end-users in a fast-paced environment. This role involves troubleshooting, problem resolution, and utilizing the ServiceNow ticketing system to ensure effective support for customers in Denver, CO. The specialist will engage with various teams to deliver solutions and support critical efforts as part of a premier government contractor.

Responsibilities

• Providing end-user software and hardware troubleshooting and support in-person or over the phone.
• Applying basic diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Applying a thorough knowledge of network configuration and troubleshooting techniques such as TCP/IP, WINS, DHCP, and DNS within Windows-10 operating system and MACs to resolve customer workstation issues.
• Applying basic troubleshooting skills to identify and resolve network printing issues and protocols issues related to network printing in Windows 10 print server environment to include multi-function printers.
• Be proficient in shared folder administration.
• Provide AV support to conference rooms.
• Be proficient with ServiceNow.
• Provide basic troubleshooting skills to support the set-up and configuration of Apple iPhones and iPads.
• Imaging workstations while safeguarding customer files and profiles; also testing laptop and desktop computers.
• Upgrading end user computer systems, ensuring no data loss.
• Supporting Microsoft software packages to include MS 365, and other commonly used desktop related applications.
• Engaging engineers from multiple teams.

Requirements

• At least 7 years of experience providing IT Hardware and Software Deployment, Troubleshooting, and Problem Resolution support to end users.
• ServiceNow ticketing system experience.
• Experience with laptop/desktop imaging and backups.
• Experience and knowledge related to system updates, software pushes, and hard drive recovery.
• Working knowledge of computers, printers, and scanners, including how these pieces of technology interact with each other, including assembly, installation, configuration, testing, troubleshooting, and repairing hardware and peripherals.
• Must be able to obtain and maintain facility credentials/authorization.

Nice-to-haves

• Microsoft Teams and Webex experience.
• Microsoft Outlook experience (PST file assistance, M365/MFA familiarity).
• Active Directory support experience (password resets/unlocks).
• Shared Folder Administration support experience.
• Experience troubleshooting to support the set-up and configuration of Apple iPhones and iPads.
• Remote access support experience.
• Audio/Visual (AV) support experience.
• MS Intune experience.
• Experience with documentation, tracking, security, and testing related to network operations and hardware/software integration, including review and maintenance of agency policies and procedures.
• Experience in a high-paced, customer-service focused environment.
• Excellent writing, communication, and organizational skills.

Benefits

• Competitive hourly rate ranging from $30.00 to $36.00 based on experience and qualifications.
• Comprehensive benefits package.