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Technical Support Officer for Corporate Systems
2 months ago
Protect Our Nation, Empower Your Career
Join a dynamic team at an industry-leading organization where employee welfare is prioritized. At ManTech International, you will play a vital role in safeguarding national security while engaging in innovative projects that pave the way for career growth.
We are currently seeking a dedicated and customer-focused Enterprise IT Support Officer – Location Support Center to enhance our team.
Key Responsibilities:
Incident Management:
- Implement ITIL-based methodologies to optimize the handling, categorization, and resolution of incoming incidents and requests.
- Conduct analysis, troubleshooting, and design solutions to address technical issues.
- Deliver fundamental user training for standard applications and custom tools as needed.
- Perform remote diagnostics and system repairs utilizing remote access tools.
- Respond to inquiries regarding system operations, online transactions, and service availability.
- Collaborate with network services and software engineering teams to restore functionality and identify issues.
- Possess special non-commercial systems administration experience, including access management and file transfers.
On-Site Support:
- Utilize ITIL processes to manage incoming incidents and requests effectively.
- Analyze and troubleshoot technical problems, implementing effective solutions.
- Provide essential user training for various applications and tools.
- Address inquiries about system procedures and service interruptions.
- Work alongside network services and application development teams to resolve issues.
General Duties:
- Travel locally between customer sites may be necessary for project support.
- Maintain and update records and tracking systems.
- Respond to questions regarding system operations and service availability.
- Utilize best practices to enhance service delivery and operational efficiency.
- Meet contractual performance standards.
Working Hours:
- Be part of a diverse team providing coverage from 6:00 a.m. to 6:00 p.m., with opportunities for 24/7 support.
- Support may be required outside of standard hours based on operational needs.
Minimum Qualifications:
- Excellent communication skills to interact with diverse groups, including colleagues and clients.
- Experience in resolving technical issues related to hardware, software, and network systems.
- Self-driven and organized, with strong interpersonal and communication abilities.
- Ability to adapt to changing tasks and quickly learn new technologies.
- Proven problem-solving skills to address critical IT challenges.
- Hands-on experience with Windows 10, Microsoft Office 2016 or later, and common business applications.
- Familiarity with Windows Active Directory and various desktop applications.
- Knowledge of VoIP, TCP/IP, and general networking concepts.
- Experience with desktop and laptop computing services, including virus scanning.
- A combination of education and experience totaling eight years, including a BA/BS and four years of relevant experience.
Preferred Qualifications:
- Experience in a technical help desk role.
- Non-commercial systems administration experience.
- IAT Level II certification.
- Familiarity with ServiceNow ITSM & ITBM.
- Experience managing low to mid-complexity projects.
- ITIL v4 Foundation certification or higher.
Security Clearance:
- Must possess a current/active TS/SCI with Polygraph.
Physical Requirements:
- Ability to remain stationary for extended periods.
- Capability to navigate between buildings and offices.
- Ability to maintain equipment and cabling in confined spaces.
- Proficient in operating office machinery, including computers and printers.
- Must be able to lift and move equipment weighing 50 pounds or more.
- Ability to ascend and descend ladders while managing equipment.
For positions requiring access to technology/software subject to export control laws, employment is contingent upon verifying U.S.-person status or obtaining necessary licenses. ManTech is an equal opportunity employer, committed to diversity and inclusion in the workplace.