As a Top Secret cleared Service Desk Support Specialist for this program, you will be working in an organization that’s mission is to develop and operate the best possible software for critical national security enterprise applications. This organization leverages SCRUM and SAFE Agile software development methodology and strong Dev Ops practices. You will be responsible for providing support to application users on a variety of issues. You will identify, research, and resolve technical problems. You will ensure that all phases of help desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately. This position is contingent upon award. Responsibilities: Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email, and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. Ensures that all phases of help desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately. Serves as the first point of contact for troubleshooting hardware/software PC and printer problems. Possesses and applies expertise on multiple complex work assignments. Operates with appreciable latitude in developing methodology and presenting solutions to problems. Contributes to deliverables and performance metrics where applicable. Minimum of 5 years’ experience recommended. In absence of years of experience, certifications or past work may be used to show the level of experience needed to perform at this level. A typical day in the life on this program involves: Receive and triage user-reported issues. Resolve user issues and service desk tickets efficiently by offering step-by-step guidance and support and coordinate with other groups as appropriate. Escalate complex issues with detailed description of issues to higher-tier groups. Document each interaction. Track and manage operational metrics. Requirements: Active Top Secret with SCI Eligibility. Minimum of 2 years of experience in the evaluation, installation, configuration management, and user support of hardware and software. Education: Bachelor’s degree. In absence of degree, additional years of experience may be substituted for educational requirements. Clearance Required: Top Secret with SCI Eligibility. Minimum Education: Bachelor’s degree. In absence of degree, additional years of experience may be substituted for educational requirements. Minimum Years of Experience: Minimum of 2 years of experience in the evaluation, installation, configuration management, and user support of hardware and software. Preferred: AWS Certifications. #J-18808-Ljbffr Amentum
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