Enterprise IT Support Specialist

2 weeks ago

Bloomington, Illinois, United States ManTech Full time
Job Summary

We are seeking a highly motivated and customer-oriented Enterprise IT Support Officer to join our team of IT support professionals. As a key member of our team, you will be responsible for providing remote incident response and support to our customers.

Key Responsibilities
  • Use ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for all incoming incidents, requests, and demands.
  • Analyze, troubleshoot, design, and implement fixes with minimal escalation to Tier 3 support.
  • Provide basic user training in support of off-the-shelf applications and office products.
  • Perform remote desktop triage and system repair using remote tools.
  • Maintain and update records and tracking databases.
  • Answer questions regarding system procedures, online transactions, systems status, and downtime procedures.
  • Collaborate with network services, software systems engineering and/or application development to restore service and/or identify problems.
  • Use best practices and knowledge of internal or external business issues to improve products or services.
  • Meet contractual performance criteria.
  • Special non-commercial systems administrator activities (access management/file transfer) may be required.
Requirements
  • Strong communication skills due to variety of groups to be working with, such as co-workers, management, and customers; must be able to exchange accurate information.
  • Resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems.
  • Self-motivated, organized, with excellent interpersonal, written, and verbal communication skills.
  • Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the job.
  • Attention to detail, leadership, and collaborative and independent work process.
  • Demonstrated problem solving and technical skills to resolve critical IT issues.
  • Expertise, training, and actual work experience with customer specific, systems and technologies.
  • Experience providing technical support for Windows 10, Microsoft Office 2016 or later, multiple internet browsers, and standard business applications used within a business environment.
  • Knowledge of Windows Active Directory.
  • Knowledge of multiple desktop programs, configuration and debugging techniques.
  • Experience with TCP/IP and general networking issues.
  • Experience with virus scanning services; Desktop, stand-alone and laptop computing services.
  • Experience with servers, printers, and peripheral devices.
  • Bachelor's degree and 4 years of relevant experience. 4 additional years of experience may be substituted for a degree.
Preferred Qualifications
  • Related work experience in a technical help desk position.
  • Special non-commercial systems administrator experience (access management/file transfer).
  • IAT Level II certification.
  • Experience with ServiceNow ITSM & ITBM.
  • Prior experience managing projects from low-mid complexity.
  • ITIL v4 Foundation, or higher, certification.
Security Clearance Requirements
  • Current/active TS/SCI with Polygraph.
Physical Requirements
  • Must be able to remain in a stationary position at least 50% of the time.
  • Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.

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