Help Desk Analyst

2 weeks ago

Fort Meade, United States ManTech Full time

ManTech is seeking a motivated, career and customer-oriented Help Desk Analyst to join our team in Fort Meade, MD. Responsibilities include but are not limited to:* Monitors the DoD Cyber Exchange (DCE) Help Desk (HD) email inbox during normal working hours.* Responds directly to inquiries received in the DCE HD email inbox unless additional elevated support is necessary IAW Standard Operating Procedures (SOP).* Elevates DCE HD email inquiries to the proper group(s) or individual(s) which are beyond the scope of the HD Manager IAW SOP.* Tracks all outstanding DCE HD email inquiries until resolved.* Maintains an organizational repository for filing DCE HD email correspondence for reporting and for future reference IAW SOP.* Coordinates content change requests received with the DCE Web Design Lead for proper assignment to Content Managers.* Utilizes SharePoint Online and the DCE Automated Content Management System (ACMS) to assign and monitor content change requests received.* Pulls various metrics from the organizational repository and available tools (i.e., ACMS, Matomo, etc.) for use in various reports.* Supports the DCE Team with various Program related projects and activities (i.e., quality control checks of content and site(s); validating site availability; etc.)* Completes assigned Government mandatory training requirements.* Must be able to travel to Fort Meade, MD or Letterkenny Army Depot Chambersburg, PA for site and system access - can range from one to two days per week but varies and is typically no more than two days per week.Minimum Qualifications:* Bachelors Degree required - a concentration in Computer Science, Information Technology, or another technical area is preferred.* Minimum of 2 years of experience in information technology or a related field. * Minimum of 2 years of knowledge in Office 365 specifically SharePoint Online.* At least 1 year of DoD experience. * Must be familiar with help desk ticket applications.* DoD 8570.1M relevant security certification (i.e., Security or equivalent) required or ability to obtain within 90 days of hiring.Preferred Qualifications:* Excellent written and oral communication skills.* Strong documentation skills, including the ability to present task related decisions and processes.* Client facing communication experience preferred.Clearance Requirements:* Must have an active Secret security clearancePhysical Requirements:* The person in this position must be able to remain in a stationary position 50% of the time.* Occasionally move about inside the office to access file cabinets, office machinery, or to communicate with co-workers, management, and customers, via email, phone, and or virtual communication, which may involve delivering presentations.

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