Enterprise IT Support Professional
4 days ago
ManTech is a leading provider of innovative technology solutions and services to the nation's defense, healthcare, and other markets. Our team of experts is seeking a highly motivated Enterprise IT Support Officer to join our Chantilly, VA location.
Job DescriptionThis position involves providing remote incident response support to our customers, utilizing processes to streamline the receipt, triage, categorization, action, and resolution for all incoming incidents, requests, and demands. As an EITSO, you will work closely with our team to provide daily support to the IT infrastructure and mission applications, including Tiers 0–2.
Responsibilities- Using ITIL-based processes to ingest, triage, categorize, act upon, and resolve incoming incidents, requests, and demands.
- Analyzing, troubleshooting, designing, and implementing fixes with minimal escalation to Tier 3 support.
- Providing basic user training in support of off-the-shelf applications and office products.
- Performing remote desktop triage and system repair using remote tools.
- Maintaining and updating records and tracking databases.
- Answering questions regarding system procedures, online transactions, systems status, and downtime procedures.
- Collaborating with network services, software systems engineering, and application development to restore service and/or identify problems.
- Applying best practices and knowledge of internal or external business issues to improve products or services.
- Meeting contractual performance criteria.
To be successful in this role, you must possess strong communication skills, experience resolving technical problems, and excellent customer service skills. You should also be able to adapt quickly to changing tasks and requirements, demonstrate problem-solving and technical skills, and thrive in a challenging environment.
We are seeking candidates with expertise in Windows 10, Microsoft Office 2016 or later, multiple internet browsers, and standard business applications used within a business environment. Additionally, knowledge of Windows Active Directory, multiple desktop programs, configuration and debugging techniques, TCP/IP, and general networking issues is required.
A bachelor's degree and 7 years of experience or a combination of education and work experience equivalent to 11+ years are necessary for this position. IAT Level II certification, experience with ServiceNow ITSM & ITBM, prior experience managing projects from low-mid complexity, and ITIL v4 Foundation or higher certification are preferred qualifications.
Salary and BenefitsThe estimated salary for this position is $85,000 - $110,000 per year, depending on experience. We offer a comprehensive benefits package, including health insurance, retirement plans, and paid time off.
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