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Lead Technical Support Specialist

2 months ago

Washington, Washington, D.C., United States ManTech Full time

About the Role:

We are looking for a Senior Service Desk Specialist - Cleared Tier 2 to enhance our technical support team. This position involves providing comprehensive assistance to our end-user community by addressing and resolving various hardware, software, and network challenges to maintain high levels of customer satisfaction.

Key Responsibilities:

  • Deliver expert-level support for complex technical issues faced by end-users
  • Mentor and train junior help desk staff to improve service delivery
  • Diagnose and resolve incident tickets efficiently
  • Maintain and update assigned support tickets accurately
  • Offer in-person technical assistance to high-profile clients
  • Contribute to the development of technical knowledge base documentation

Qualifications:

  • Bachelor's degree in Computer Science or a related discipline
  • A minimum of five years of relevant experience in technical support
  • Proven experience in troubleshooting data storage and network connectivity issues
  • Exceptional customer service abilities
  • Familiarity with ServiceNow is preferred

Clearance Requirements:

  • U.S. citizenship is mandatory
  • Must possess an active Top-Secret clearance

Physical Requirements:

  • Ability to communicate effectively and operate a computer
  • Occasional mobility within an office setting

Compensation:

The expected salary range for this role is $71,800-$119,500.

Benefits Overview:

We provide a comprehensive benefits package that includes Health Insurance, Life Insurance, Paid Time Off, Retirement Savings, and additional perks.

This position offers an opportunity to advance your career while making a significant contribution to national security.