Senior Service Desk Specialist

1 day ago

Washington, 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 Senior Service Desk Support Specialist - Tier 2 to join our team in Washington, DC. This position supports two different shifts (7:00am - 3:30pm OR 9:30am - 6:00pm ET). Responsibilities include but are not limited to: Responsible for providing support to end-user community on difficult hardware, software and network related problems, questions, and use. May provide training and guidance to more junior help desk personnel. Provides resolutions to out of the ordinary issues for users. If unable to diagnose problem, will work with service desk management or Tier 3 to diagnose and resolve problem. Responds to Tier 2 trouble tickets. Ensures problem ownership and promotes end-user satisfaction. Closes activities of tickets assigned. Responsible for providing in-depth and high level, support to end-user community on hardware, software and network related problems, questions, and use. Provides problem resolution to users. Confers with user to determine problem. Ensures problem ownership and promotes end-user satisfaction. Troubleshoot and resolve incident tickets to include data storage, network connectivity, Active Directory accounts and security groups, and third-party software. Update and manage assigned tickets to include daily work notes and customer updates throughout the ticket lifecycle. Troubleshoot customer equipment to include VDIs, desktops, thin clients, printers, scanners, fax machines, and MFDs. Manage customer equipment inventory for customer sites and third-party warehouses. Provide in-person, “white glove” support to customer VIPs at RFK Main Justice Building in Washington, DC. Provide content for and draft technical knowledge base articles. Minimum Qualifications: A bachelor’s degree in Computer Science or related field. A minimum of five (5) years of related experience in computer hardware, software, networking systems, and in the set-up, configuration, use, and troubleshooting of computer systems. Demonstrated experience troubleshooting and resolving issues with data storage, network connectivity, Active Directory accounts and security groups, third-party software, VDIs, desktops, thin clients, printers, scanners, fax machines, and MFDs. Demonstrated experience managing and updating customer tickets in a ticketing system. Outstanding customer service skills and practices. Experience contributing to a service desk technical knowledge base. 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.

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