Enterprise IT Support Officer

4 days ago

McLean, United States ManTech Full time

Currently, ManTech is seeking a motivated, career and customer-oriented Enterprise IT Support Officer (EITSO) – Location Support Team to join us in McLean, VA .

Responsibilities include, but are not limited to:

Incident Response:

  • Using ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demands.

  • Analyzing, troubleshooting, designing, and implementing fixes.

  • Providing basic user training in support of off-the-shelf applications and office products as well as some custom tools, depending on the office being supported.

  • Performing remote desktop triage and system repair using remote tools.

  • Answering questions regarding system procedures, online transactions, systems status, and downtime procedures.

  • Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems.

  • Special non-commercial systems administrator experience (access management/file transfer) may be required.

Deskside Support:

  • Using ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demands.

  • Analyzing, troubleshooting, designing, and implementing fixes.

  • Providing basic user training in support of off-the-shelf applications and office products as well as some custom tools, depending on the office being supported.

  • Answering questions regarding system procedures, online transactions, systems status, and downtime procedures.

  • Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems.

All Roles:

  • Local travel may be required between customer buildings or temporary assignment to an alternate location in support of special projects.

  • Maintaining and updating records and tracking databases.

  • Answering questions regarding system procedures, online transactions, systems status, and downtime procedures.

  • Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems.

  • Using best practices and knowledge of internal or external business issues to improve products or services.

  • Meeting contractual performance criteria.

Hours of Coverage:

  • Member of a team comprised of a variety of skills that provide coverage from 6:00 a.m. – 6:00 p.m.

  • Support may be required outside of core hours based on customer & mission needs.

Basic Qualifications:

  • Strong communication skills due to variety of groups to be working with, such as co-workers, management, and customers; must be able to exchange accurate information. 

  • Experience resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems.

  • Self-motivated, organized, with excellent interpersonal, written, and verbal communication skills.

  • Ability to embrace diverse technical disciplines and excellent customer service skills.

  • Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the job.

  • Demonstrated problem solving and technical skills to resolve critical IT issues.

  • Expertise, training, and actual work experience with customer specific, systems and technologies.

  • Must be a self-starter, work independently, and work with a clear and defined mission.

  • Experience providing technical support for Windows 10, Microsoft Office 2016 or later, multiple web browsers, and standard business applications used within a business environment.

  • Knowledge of Windows Active Directory.

  • Knowledge of multiple desktop programs, configuration and debugging techniques.

  • Experience with VoIP.

  • Experience with TCP/IP and general networking issues.

  • Experience with virus scanning services; Desktop, stand-alone and laptop computing services.

  • Experience with servers, printers, and peripheral devices.

  • BA/BS and 2 years of experiences, or a combination of education and work experience equivalent to 6+ years.

Preferred Qualifications:

  • Related work experience in a technical help desk position.

  • Special non-commercial systems administrator experience (access management/file transfer).

  • IAT Level II certification.

  • Experience with ServiceNow ITSM & ITBM.

  • Prior experience managing projects from low-mid complexity.

  • ITIL® v4 Foundation, or higher, certification.

Security Clearance Requirements:

  • Current/active TS/SCI with Polygraph.

Physical Requirements:

  • Must be able to remain in a stationary position 50%.

  • Must be able to move/traverse within and between buildings and offices.

  • Must be able to position self to maintain equipment and cabling, including under the desks, while moving floor tiles, and in server closets, some of which may be confined spaces.

  • Able to operate a computer and other office productivity machinery, such as a calculator, copy machine and computer printer. 

  • Must be able to move Audio/Visual or Computer equipment weighing 50 pounds or more, some equipment may require team-lift or the use of carts. 

  • Ascends/descends a ladder, 10+ feet high while pulling cables and adjusting equipment.

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