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Enterprise IT Support Specialist

2 months ago

Bloomington, Illinois, United States ManTech Full time
Job Summary

ManTech is seeking a highly motivated and customer-oriented Enterprise IT Support Officer to join our team in McLean, VA. As a key member of our Location Support Team, you will be responsible for providing technical support and assistance to our customers.

Key Responsibilities
  • Incident Response: Utilize ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demands.
  • Analyze, troubleshoot, design, and implement fixes.
  • Provide basic user training in support of off-the-shelf applications and office products as well as some custom tools.
  • Perform remote desktop triage and system repair using remote tools.
  • Answer questions regarding system procedures, online transactions, systems status, and downtime procedures.
  • Collaborate with network services, software systems engineering, and/or application development to restore service and/or identify problems.
Deskside Support
  • Incident Response: Utilize ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demands.
  • Analyze, troubleshoot, design, and implement fixes.
  • Provide basic user training in support of off-the-shelf applications and office products as well as some custom tools.
  • Answer questions regarding system procedures, online transactions, systems status, and downtime procedures.
  • Collaborate with network services, software systems engineering, and/or application development to restore service and/or identify problems.
All Roles
  • Local travel may be required between customer buildings or temporary assignment to an alternate location in support of special projects.
  • Maintain and update records and tracking databases.
  • Answer questions regarding system procedures, online transactions, systems status, and downtime procedures.
  • Collaborate with network services, software systems engineering, and/or application development to restore service and/or identify problems.
  • Utilize best practices and knowledge of internal or external business issues to improve products or services.
  • Meet contractual performance criteria.
Requirements
  • 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.
  • Experience 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.
  • 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.
  • Experience providing technical support for Windows 10, Microsoft Office 2016 or later, multiple web browsers, and standard business applications used within a business environment.
  • Knowledge of Windows Active Directory.
  • Knowledge of multiple desktop programs, configuration, and debugging techniques.
  • Experience with VoIP.
  • Experience with TCP/IP and general networking issues.
  • Experience with virus scanning services; Desktop, stand-alone, and laptop computing services.
  • Experience with servers, printers, and peripheral devices.
  • BA/BS and 2 years of experience, or a combination of education and work experience equivalent to 6+ years.