Service Desk Specialist Journeyman- Tier 1

3 weeks ago

Glen Burnie, United States ManTech Full time

Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ManTech International, you’ll help protect our national security while working on innovative projects that offer opportunities for advancement.

Currently, ManTech is seeking a motivated, career and customer-oriented Service Desk Specialist Journeyman- Tier 1 to join our team in Glen Burnie, MD. This position supports a 24/7/365 service center and typically supports either a 6:00am - 2:30pm, 2:00pm - 10:30pm or 10:00pm - 6:30am shift.

Responsibilities include but are not limited to:

  • Responsible for providing support to end-user community on hardware, software and network related problems, questions, and use.

  • Provides resolutions to out of the ordinary issues for users. If unable to diagnose problem, will work with Help Desk Management to diagnose and resolve problem.

  • Ensures problem ownership and promotes end-user satisfaction.

  • Closes activities of tickets assigned.

  • Providing phone, email, chat, and Service-Desk support for end users that are in-office and off-site.

  • Documenting customer requests in call tracking system and recording the action(s) taken and follow up on deferred actions.

  • Reciting a customer supplied greeting when picking up the phone.

  • Updating customers via call or email or chat every 24 hours of progress and status of calls/tickets.

  • Resolving incidents on first contact, when an active line of communication is first established with the customer using the supported remote desktop control application.

  • Resolving all customer calls/issues within 20 minutes timeframe or escalating the call or ticket to the appropriate queue/group for resolution (Tier 2, Account Administration, Mobile Support, Asset Management, Training Team, A/V Support, Application Services, etc.) while adhering to ISO 20000 and 27001 processes and policies.

  • Responding to and diagnosing problems through discussions with users; Includes problem recognition, research, isolation, and resolution steps.

  • Providing assistance and participating on new project(s) testing and deployment/delivery.

  • Following prescribed guidelines and official SOPs.

  • Documenting, updating, and closing tickets.

  • Triage customer incidents and utilize an assignment matrix to properly categorize the ticket for work.

Minimum Qualifications:

  • A bachelor’s degree (in Computer Science or related field) or equivalent; in lieu of a degree 6 years of help desk experience

  • A minimum of two (2) years of related experience in computer hardware, software, networking systems, and in the set-up, configuration, use, and troubleshooting of computer systems.

Preferred Qualifications:

  • Proficient with ServiceNow

Clearance Requirements:

  • Must be a U.S. citizen

  • Must be able to obtain a Public Trust

Physical Requirements:

  • Must be able to be in a stationary position more than 50% of the time

  • Must be able to communicate, converse, and exchange information with peers and senior personnel

  • Constantly operates a computer and other office productivity machinery, such as a computer

  • The person in this position frequently communicates with co-workers, management, and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations

  • The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.

ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

If you are a qualified individual with a disability and require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please email us at careers@mantech.com and provide your name and contact information.

  • Service Desk Specialist, Senior- Tier 1

    2 months ago

    Glen Burnie, United States ManTech Full time

    Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ManTech International, you’ll help protect our national security while working on innovative projects that offer opportunities for advancement. Currently, ManTech is seeking a motivated, career and customer-oriented Service Desk...

  • Service Desk Specialist, Senior- Tier 1

    3 weeks ago

    Glen Burnie, United States ManTech Full time

    Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ManTech International, you’ll help protect our national security while working on innovative projects that offer opportunities for advancement. Currently, ManTech is seeking a motivated, career and customer-oriented Service Desk...

  • Front Desk Hospitality Specialist

    1 week ago

    Glen Burnie, Maryland, United States Extended Stay Full time

    Company Overview: Extended Stay is a leading provider of extended stay accommodations. As a Front Desk Hospitality Specialist, you will play a crucial role in delivering exceptional guest experiences.Salary: $45,000 - $55,000 per annum, depending on experience and qualifications.Job Description: We are seeking a highly skilled and dedicated individual to...

  • Healthcare Front Desk Professional

    2 weeks ago

    Glen Burnie, Maryland, United States EREN AND ATLURI MDS LLC Full time

    About the RoleWe are looking for a skilled and friendly Medical Office Receptionist to provide excellent customer service and support to our patients and healthcare team.In this position, you will:Manage front desk operations, including answering phones, scheduling appointments, and handling patient intake.Process patient payments and handle billing...

  • Front Desk Associate

    4 weeks ago

    Glen Burnie, United States Gold's Gym International, Inc. Full time

    Front Desk Associate The Front Desk Associate will greet and direct members, guests and staff as they enter the gym. This position will provide assistance to members along with inquiries about gym operations and policies, as well as perform various administrative duties. This detail-oriented individual will possess excellent customer service skills and the...

  • Front Desk Associate

    2 days ago

    Glen Burnie, United States Gold's Gym International, Inc. Full time

    Replies within 24 hours Front Desk Associate The Front Desk Associate will greet and direct members, guests and staff as they enter the gym. This position will provide assistance to members along with inquiries about gym operations and policies, as well as perform various administrative duties. This detail-oriented individual will possess excellent...

  • Front Desk Associate

    2 days ago

    Glen Burnie, United States Gold's Gym International, Inc. Full time

    Replies within 24 hours Front Desk Associate The Front Desk Associate will greet and direct members, guests and staff as they enter the gym. This position will provide assistance to members along with inquiries about gym operations and policies, as well as perform various administrative duties. This detail-oriented individual will possess excellent...

  • Diagnostic Imaging Specialist

    2 weeks ago

    Glen Burnie, Maryland, United States University of Maryland Medical System Full time

    Job SummaryThe University of Maryland Medical System is a leading healthcare provider seeking an experienced Diagnostic Imaging Specialist to join our team. As a Diagnostic Imaging Specialist, you will be responsible for performing routine and specialized MRI imaging procedures.ResponsibilitiesExecute advanced clinical competence in MRI, ensuring accurate...

  • Service Desk and Project Specialist

    2 months ago

    Glen Allen, United States Robert Half Full time

    Job DescriptionJob DescriptionWe are offering a contract for a permanent position as a Service Desk and Project Specialist in Glen Allen, Virginia. This role involves joining our team to optimize and maintain the network infrastructure for our clients. You will be instrumental in supporting day-to-day operations, troubleshooting network issues, and enhancing...

  • Cardiology Support Coordinator, Front Desk

    2 weeks ago

    Glen Burnie, Maryland, United States University of Maryland Medical System Full time

    Description">We are seeking a highly organized and detail-oriented Cardiology Support Coordinator to join our front desk team at the University of Maryland Medical Center. In this role, you will provide critical support to our clinical staff, manage patient schedules, and ensure seamless operations.ResponsibilitiesPatient Scheduling: Coordinate patient...

  • Retail Sales Specialist

    1 week ago

    Glen Burnie, Maryland, United States Comoto Full time

    About the Role:We are seeking a highly motivated and customer-focused individual to join our team as a Retail Sales Specialist. In this role, you will be responsible for providing exceptional customer service and delivering an outstanding shopping experience.Job Description:The ideal candidate will have 1 year or more of sales or customer service experience,...

  • Care Specialist

    2 weeks ago

    Glen Burnie, Maryland, United States Service Coordination Full time

    About the RoleWe are seeking a highly skilled and compassionate Care Specialist to join our team at Service Coordination. This is an exciting opportunity to make a meaningful difference in the lives of individuals with disabilities.As a Care Specialist, you will work closely with our clients and their families to provide personalized support and advocacy...

  • Service Technician

    3 days ago

    Glen Burnie, United States YorkHoist Full time

    Job DescriptionJob DescriptionJob Description:We are looking for multiple highly motivated and experienced Service Technicians (Levels 1 – 4) to join our fast-growing team out of our Glen Burnie, MD Service Branch. Service Technicians report to the Branch Service Supervisor and Corporate Operations Manager. Service Technicians must be self-starters and...

  • Office Support Specialist

    4 weeks ago

    Glen Burnie, Maryland, United States Jobs for Humanity Full time

    Jobs for Humanity is seeking a highly skilled Office Support Specialist to join our team. As an Office Assistant, you will be responsible for providing administrative support to our office, ensuring that all tasks are completed efficiently and accurately.The ideal candidate will have a proven track record of success in customer service, front desk, and phone...

  • Front Desk Agent Liaison

    1 week ago

    Glen Burnie, Maryland, United States Extended Stay Full time

    About Us: Extended Stay is a forward-thinking hospitality company dedicated to redefining the guest experience. With a focus on comfort, convenience, and personalized service, we strive to create welcoming environments that make our guests feel right at home.Job Description: We are currently seeking a skilled Guest Services Rep Part to join our front desk...

  • Front Office Specialist, Medical Center

    1 week ago

    Glen Burnie, Maryland, United States University of Maryland Medical System Full time

    Job Summary">We are seeking a highly skilled and detail-oriented Front Office Specialist to join our team at the University of Maryland Medical Center. As a key member of our front desk, you will provide exceptional customer service, manage patient schedules, and ensure seamless clinical operations.Duties and ResponsibilitiesPatient Care Coordination:...

  • Front Desk Associate

    1 week ago

    Glen Burnie, Maryland, United States Massage Envy Full time

    Role Overview:">The Front Desk Associate will be responsible for providing exceptional customer service and supporting clinic flow at Massage Envy Glen Burnie.">Responsibilities:">Greets clients, schedules services, and answers phone calls.Responds to emails and addresses questions in a timely and professional manner.Sells the Massage Envy Wellness Program...

  • Disability Support Specialist

    2 weeks ago

    Glen Burnie, Maryland, United States Service Coordination Full time

    Your Chance to Empower Individuals with DisabilitiesAbout the JobWe are seeking a compassionate and skilled Disability Support Specialist to join our team at Service Coordination Inc. (SCI). As a key member of our team, you will play a vital role in providing exceptional case management services to individuals with developmental disabilities and their...

  • Front Desk Medical Support Assistant

    1 week ago

    Glen Burnie, Maryland, United States University of Maryland Medical System Full time

    Supporting Clinical OperationsWe are seeking a motivated and organized Clinical Operations Coordinator to join our team. In this role, you will be responsible for providing exceptional support to our clinical staff, patients, and visitors. Your duties will include registering patients, verifying demographic information, and processing payments. You will also...

  • Lead Service Technician

    2 weeks ago

    Glen Burnie, United States YorkHoist Full time

    Job DescriptionJob DescriptionJob Description:We are looking for multiple highly motivated and experienced Lead Service Technicians (Levels 1 - 4) to join our fast-growing team out of our Glen Burnie, MD Service Branch. Lead Service Technicians report to the Branch Service Supervisor and Operations Manager. Lead Service Technicians must be self-starters and...