IT Support Technician

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Amentum is seeking an IT Support Technician in Ft. Snelling, MN to support our DHS customer at their regional CONUS and OCONUS facilities. With your fantastic attention to detail and follow-through, you will provide Tier 2 IT help desk support, assisting with hardware and software troubleshooting and providing video teleconferencing and remote support. With your experience with Windows operating systems including patching and updates, Active Directory, data encryption, and backup software, you will make a great addition to our team.

In addition to your technical experience, you also have exceptional customer service skills and are willing to go the extra mile.

• 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 (Service Now) 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.

• 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 Service Now ticketing system (or similar ticketing system).
• Experience with the Microsoft Windows 11 operating system.
• Experience with Microsoft Office
  365, including Microsoft Teams.
• Experience with end‑point management and reporting tools (SCCM, Bomgar, Zscaler, and Power Shell 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:
  
  U.S. Citizenship is required for facility credentials/authorization at this work location.

• Prior experience of IT support in an Enterprise environment.
• Experience with Windows Server 2019 and Hyper‑V.
• Experience with Info Blox and Net Backup.
• Experience performing hardware repair of HP computers/printers and Dell servers.
• Possesses and applies expertise on multiple complex work assignments which are broad in nature, requiring originality and innovation in determining how to accomplish tasks.
• Experience evaluating system performance results and recommending improvements or optimizations.
• Experience planning and leading technology assignments and projects.
• ITIL v4, MCSE, A+, Security+, Network+, or other relevant certifications.