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Enterprise IT Support Specialist

2 months ago

Tysons Corner, Virginia, United States ManTech Full time
Job Summary

We are seeking a highly motivated and customer-oriented Enterprise IT Support Officer to join our Dedicated Support Team. As a key member of our team, you will be responsible for providing exceptional technical support to our customers, ensuring seamless incident response, and delivering high-quality service.

Key Responsibilities
  • Utilize ITIL-based processes to streamline incident management, ensuring timely and effective resolution of customer issues.
  • Analyze, troubleshoot, and resolve technical issues without escalating to Tier 3 support, demonstrating expertise in Windows XP, Microsoft Office 2003 or later, Internet Explorer, and business applications.
  • Provide basic user training on support of off-the-shelf applications and office products, as well as custom tools, depending on the office being supported.
  • Perform remote desktop triage and system repair using remote tools, maintaining and updating records and tracking databases.
  • Collaborate with network services, software systems engineering, and application development to restore service and/or identify problems.
  • Apply best practices and knowledge of internal or external business issues to improve products or services, meeting contractual performance criteria.
  • Local travel may be required between customer buildings, and may have supervisory responsibilities.
Requirements
  • Customer certification in CMA or DMA required.
  • 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.
  • Must be a self-starter, work independently, and work with a clear and defined mission.
  • Must demonstrate ability to thrive and succeed in a challenging environment.
Preferred Qualifications
  • Related work experience in a technical help desk position.
  • Experience with data transfer services.
  • 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 50%.
  • Must be able to move/traverse within and between buildings and offices.
  • Must be able to position self to maintain computers, including under the desks and in the server closet.
  • Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
  • Must be able to move Audio/Visual or Computer equipment weighing up to 50 pounds.

ManTech International Corporation, as well as its subsidiaries, proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.