Help Desk Support Specialist

5 days ago


Glen Burnie, Maryland, United States ManTech International Corporation Full time
Job Summary

We are seeking a motivated and career-oriented Help Desk Support Specialist to join our team at ManTech International Corporation. As a key member of our support services team, you will provide technical assistance and support to our end-users, ensuring they receive timely and effective solutions to their hardware, software, and network-related issues.

Responsibilities
  • Provide support to end-users on hardware, software, and network-related problems, questions, and usage.
  • Responsible for resolving out-of-the-ordinary issues for users, collaborating with Help Desk Management to diagnose and resolve problems.
  • Ensure problem ownership and promote end-user activities of tickets assigned.
  • Offer phone, email, chat, and Service-Desk support for end-users in-office and off-site.
  • Document customer requests in call tracking systems and record actions taken and follow up on deferred actions.
  • Recite a customer-supplied greeting when picking up the phone.
  • Update customers via call or email or chat every 24 hours on progress and status of calls/tickets.
  • Resolve incidents on first contact, escalating calls or tickets to the appropriate queue/group for resolution while adhering to ISO 20000 and 27001 processes and policies.
Requirements
  • A bachelor's degree in Computer Science or a related field or equivalent experience.
  • A minimum of two years of related experience in computer hardware, software, networking systems, and setup, configuration, use, and troubleshooting of computer systems.
Preferred Qualifications
  • Proficient with ServiceNow.
Clearance Requirements

Must be a U.S. citizen and 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. Frequently communicates with co-workers, management, and customers, which may involve delivering presentations.



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