Call Center IT Support Technician

Call Center It Support TechnicianAmentum is seeking a highly motivated Call Center IT Support Technician to support the Anne Arundel County Office of Information Technology in Annapolis, Maryland.With your fantastic attention to detail and follow-through, you will provide Tier 1 help desk support with PC, network, and telecommunication users. You'll be designing, implementing, troubleshooting, and maintaining various computer platforms, such as PCs, printers, tablets, cellular devices, and other peripherals. Your exceptional customer service skills and willingness to go the extra mile will make you a great addition to our team. Work hours are normally 8 hours per day and 5 days per week, Monday through Friday. Overtime is infrequent, but important when required (1%).Responsibilities:Provide technical assistance and troubleshooting to end-users experiencing hardware or software issues with their desktop computers, laptops, and peripherals.Diagnose and resolve hardware and software problems related to desktop computers, laptops, printers, and other peripherals.Escalate complex issues to higher-level support teams as needed.Provide technical support and guidance to users via phone, email, chat, remote, or in-person interactions.Provide desktop support for all County staff, including those at remote locations.Create and maintain Incident work-log entries and spreadsheets/databases for tracking purposes.Provide training in desktop programs for new staff, consisting of basic instructions on accessing and using standard desktop applications (e.g. G-Suite, Microsoft Office, etc) and how to access available research.Minimum Requirements:Associate's degree in a related Information Technology field, and at least 1 year of experience in a desktop support, helpdesk, or technical support role or a High school diploma/GED, and at least 3 years of experience in a desktop support, helpdesk, or technical support roleExperience with Google Workspace Environment, including Gmail, Calendar, and DriveExperience with client-facing consulting engagementsClear, concise, and accurate communications skills in English, both verbal and writtenMust be able and willing to perform physical tasks, such as sitting for extended periods of time at a desk and computer terminal (90%), bending, lifting, moving boxes, walking, standing, and operating a county vehicle for equipment pick-up and delivery. There is a possibility that due to parking availability and location of work area walking moderate to long distances can sometimes be required.Must have a valid driver's license and be able to pass a Motor Vehicle Records as travel to and from customer's locations and work sites may be required to support projects. When operating any vehicle for work purposes, you must wear a seat belt, and in addition, no cellular devices are to be used when vehicle is in motion.Must be able to obtain and maintain facility credentials/authorization. Note: US Citizenship or US Permanent Resident status is required for facility credentials/authorization at this work location.This position will require a detailed background check.Preferred Qualifications:Bachelor's degree (or higher) in a related Information Technology fieldCompensation Details:$16.83 - $19.23The compensation range or hourly rate listed for this position is provided as a good-faith estimate of what the company intends to offer for this role at the time this posting was issued. Actual compensation may vary based on factors such as job responsibilities, education, experience, skills, internal equity, market data, applicable collective bargaining agreements, and relevant laws.Benefits Overview:Our health and welfare benefits are designed to support you and your priorities. Offerings include:Health, dental, and vision insurancePaid time off and holidaysRetirement benefits (including 401(k) matching)Educational reimbursementParental leaveEmployee stock purchase planTax-saving optionsDisability and life insurancePet insuranceNote: Benefits may vary based on employment type, location, and applicable agreements. Positions governed by a Collective Bargaining Agreement (CBA), the McNamara-O'Hara Service Contract Act (SCA), or other employment contracts may include different provisions/benefits.