Help Desk Specialist

7 days ago


Vienna, West Virginia, United States ManTech Full time

ManTech is a leading provider of IT and engineering solutions, seeking a talented Tier I Support Engineer for our Tysons, VA location. As part of our global team, you will provide 24x7 support to customers operating their hybrid on-premises Cloud infrastructure.

The role involves troubleshooting technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and coding/scripting when necessary.

Responsibilities:
  • First contact for all customer service requests - Answer phones, respond to chats and emails
  • Maintain response and resolution speed as defined by Service Level Objectives (SLOs)
  • Keep high customer satisfaction scores and follow quality standards in 90% of cases
  • Familiar with Product and can reference runbooks and playbooks to provide a meaningful resolution to Customer
  • Provide high-touch assistance to highest Tier customers, build in-depth understanding of most pressing customer issues and act as an advocate for such issues with engineers and Program Managers
  • A customer-first attitude is a must

This is a day shift 2pm-10pm position, with rotating weekends that may be required. Schedule subject to change based on business need.

We are seeking individuals with:

Basic Qualifications:
  • Associates degree in Computer Science, Technology, Engineering, Mathematics or equivalent (or 2+ years of equivalent experience in lieu of degree)
  • 1+ years of relevant Information Technology experience
  • Basic understanding of Networking and Cloud technologies
  • Working knowledge of Systems: UNIX/Linux or Windows
  • Working knowledge of any customer service ticketing system
  • Great communication skills (written and verbal)
  • Ability to read runbooks & playbooks & provide meaningful summaries to Customers
  • Working knowledge of Google Workspace Tools (Doc, sheets and Slides)

Preferred qualifications include:

  • Experience working with ServiceNow
  • CCNA or equivalent

To be eligible for this role, you must have an Active TS/SCI with Polygraph clearance.

Please note that this is a physical job requiring the ability to use hands to operate a computer and other office productivity machinery, occasional movement about the office to access file cabinets, and remaining stationary for approximately 50% of the time.

The estimated salary for this role is $65,000-$85,000 per year, depending on location and experience.



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