Service Desk Specialist Journeyman- Tier 1

2 days ago


Glen Burnie, Maryland, United States ManTech International Corporation Full time
Secure Our Nation, Ignite Your Future

At ManTech International Corporation, we're committed to protecting our nation's security while fostering a culture of innovation and growth. As a Service Desk Specialist Journeyman- Tier 1, you'll play a critical role in our team's success, working on cutting-edge projects that drive meaningful change.

Responsibilities
  • Provide expert technical support to our end-user community, addressing hardware, software, and network-related issues and questions.
  • Diagnose and resolve complex problems, collaborating with Help Desk Management as needed.
  • Ensure seamless customer satisfaction, closing activities and documenting customer requests in our call tracking system.
  • Offer phone, email, chat, and Service-Desk support for both in-office and off-site users.
  • Update customers on progress and status of calls/tickets within 24 hours.
  • Resolve incidents on first contact, utilizing remote desktop control applications.
  • Escalate calls or tickets to the appropriate queue/group for resolution, 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.
  • Proficiency with ServiceNow is a plus.
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.


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