Help Desk Tier I & II Support Specialist Aecom
Washington, DC

Job Description

United States of America - Washington, D.C., Washington, D.C.

Job Summary

AECOM has an immediate opportunity for a Mid Level Call Center Engineer to support a government agency's capabilities in Washington, D.C (Union Station / Red Line).

* Responsible for supporting the IT service desk by providing end-user support via phone calls, e-mails, self-service requests and walk-in request.


* Provides detailed level answers on Windows & Office applications and provides escalation and routing for complex issues and requests.


* Maintains ownership of calls throughout the lifecycle of the users request to include following up with end-user and escalation team. Researches customer concerns and find appropriate resolutions.


* Creates and maintains case management records of daily problems and remedial actions taken, or installation activities.



Minimum Requirements

Must have a minimum of 3 years of experience supporting an IT service desk.

May be required to work evenings and weekends. Participation in a 24x7 on call rotation may be required. May be required to travel to SEC locations and data centers (<10% travel required)

Candidates must be U.S. Citizen or have legal right to work in the USA without sponsorship (Agency check will be required for this position)

Preferred Qualifications

Previous Call Center Support Experience.

What We Offer

When you join AECOM, you become part of a company that is

pioneering the future . Our teams around the world are involved in some of the most cutting-edge and innovative projects and programs of our time, addressing the big challenges of today and shaping the built environment for generations to come. We ensure a workplace that encourages growth, flexibility and creativity, as well as a company culture that champions

inclusion, diversity and overall

employee well-being through programs supported by company leadership. Our

core values define who we are, how we act and what we aspire to, which comes down to not only

delivering a better world , but working to "make amazing happen" in each neighborhood, community and city we touch. As an Equal Opportunity Employer, we believe in each person's potential, and we'll help you reach yours.

Job Category Information Technology

Business Line Management Services

Business Group Management Services Group (MS)

Country United States of America

Position Status Full-Time

Requisition/Vacancy No. 216777BR

Clearance Required Yes

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.