Service Desk Specialist, Senior- Tier 1

1 month 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, Senior- 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 or 2:00pm - 10:30pm. 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. 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. Preparing and analyzing ticket reports to identify problems, trends, and unique criteria, as required. Reviewing analyst ticket queues to facilitate ticket resolution at or exceeding KPI requirements. Assigning tickets received from customer self-submission and from other OCIO teams. Contributing to and developing knowledge base articles. 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. 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 five (5) 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.

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