Call Center IT Support Technician

About the role

Amentum is seeking a Call Center IT Support Technician to support the Anne Arundel County Office of Information Technology in Annapolis, Maryland. The role provides Tier 1 help desk support for PC, network and telecommunication users, designing, implementing, troubleshooting and maintaining computer platforms such as PCs, printers, tablets and cellular devices. Hours are normally 8 hours per day, 5 days per week, Monday to Friday, with infrequent overtime.

Key responsibilities

• Provide technical assistance and troubleshooting for hardware and software issues on desktops, laptops and peripherals
• Diagnose and resolve problems with desktop computers, laptops, printers and other peripherals
• Escalate complex issues to higher-level support teams
• Support users by phone, email, chat, remotely or in person
• Provide desktop support for all County staff, including those at remote locations
• Create and maintain incident work logs and tracking spreadsheets or databases
• Train new staff on desktop programs such as G-Suite and Microsoft Office

Required profile

• Associate's degree in a related IT field with at least 1 year of desktop support, helpdesk or technical support experience, or a high school diploma/GED with at least 3 years of such experience
• Clear, accurate verbal and written communication in English
• Valid driver's license and ability to pass a motor vehicle records check; facility credentials require US citizenship or permanent resident status
• Ability to sit at a desk 90% of the time and to lift, move boxes and walk moderate to long distances
• Detailed background check required

Required skills

• Google Workspace (Gmail, Calendar, Drive)
• Client-facing consulting engagements
• Preferred: Bachelor's degree in a related IT field

What we offer

• Pay of $16.83 - $19.23
• Health, dental and vision insurance, paid time off and holidays
• Retirement benefits including 401(k) matching, parental leave and educational reimbursement
• Employee stock purchase plan, disability and life insurance, pet insurance