IT Support Specialist

2 weeks ago

Bloomington, Illinois, United States ManTech Full time

Protect Our Nation, Empower Your Future

ManTech is currently in search of dedicated and career-focused IT Support Specialists to join a team of IT support experts responsible for remote incident management. In this capacity, you will implement processes to enhance the reception, assessment, categorization, action, and resolution of all incoming incidents, requests, and demands. Your team will provide ongoing support to the IT infrastructure and mission-critical applications, covering Tiers 0–2, which involves problem identification, investigation, isolation, resolution, and follow-up actions.

Key Responsibilities:

  • Employing ITIL-based methodologies to optimize the intake, assessment, categorization, action, and resolution of incoming incidents, requests, and demands.
  • Diagnosing, troubleshooting, designing, and executing solutions with minimal escalation to Tier 3 support.
  • Delivering fundamental user training for off-the-shelf applications and office software.
  • Conducting remote desktop assessments and system repairs utilizing remote tools.
  • Maintaining and updating records and tracking databases.
  • Responding to inquiries regarding system procedures, online transactions, system status, and downtime protocols.
  • Collaborating with network services, software systems engineering, and/or application development to restore services and/or identify issues.
  • Applying best practices and insights into internal or external business challenges to enhance products or services.
  • Meeting contractual performance standards.
  • Engaging in specialized non-commercial systems administration tasks (access management/file transfer) as needed.

Coverage Hours:

  • Shifts will vary; however, this team provides 24x7 support.

Basic Qualifications:

  • Excellent communication skills to effectively interact with various groups, including colleagues, management, and clients; must be able to convey accurate information.
  • Resolving technical issues and addressing inquiries via telephone or self-service related to computer hardware, software, network, system/application access, and telecommunications systems.
  • Self-driven, organized, with outstanding interpersonal, written, and verbal communication abilities.
  • Capability to embrace diverse technical fields and demonstrate exceptional customer service skills.
  • Ability to adapt to rapidly changing tasks and requirements, along with the capacity to quickly acquire new skills on the job.
  • Attention to detail, leadership qualities, and the ability to work collaboratively or independently.
  • Proven problem-solving and technical skills to address critical IT challenges.
  • Experience, training, and practical knowledge of customer-specific systems and technologies.
  • Must be a self-starter, capable of working independently with a clear and defined mission.
  • Must demonstrate the ability to thrive and succeed in a demanding environment.
  • Experience providing technical support for Windows 10, Microsoft Office 2016 or later, various internet browsers, and standard business applications.
  • Familiarity with Windows Active Directory.
  • Knowledge of multiple desktop applications, configuration, and debugging techniques.
  • Experience with TCP/IP and general networking issues.
  • Experience with virus scanning services; desktop, standalone, 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.

Preferred Qualifications:

  • Relevant experience in a technical help desk role.
  • Specialized non-commercial systems administrator experience (access management/file transfer).
  • IAT Level II certification.
  • Experience with ServiceNow ITSM & ITBM.
  • Prior experience managing projects of low to 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 for at least 50% of the time.
  • Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.

For all positions requiring access to technology/software source code that is subject to export control laws, employment with the company is contingent on either verifying U.S.-person status or obtaining any necessary license. The applicant will be required to answer certain questions for export control purposes, and that information will be reviewed by compliance personnel to ensure compliance with federal law. ManTech may choose not to apply for a license for such individuals whose access to export-controlled technology or software source code may require authorization and may decline to proceed with an applicant on that basis alone.

ManTech International Corporation, along with its subsidiaries, actively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment based on 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.

If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech's Corporate EEO Department. ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled, and protected veterans are encouraged to apply. ManTech's utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies. ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access the application process as a result of your disability. To request an accommodation, please provide your name and contact information.

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