Enterprise IT Support Specialist

4 weeks ago

Bloomington, Illinois, United States ManTech Full time

Job Summary:

ManTech is seeking a 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 to our customers, analyzing and troubleshooting technical issues, and collaborating with our network services and software systems engineering teams to restore service and identify problems.

Responsibilities:

  • Using ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demands.
  • Analyzing, troubleshooting, designing, and implementing fixes.
  • Providing basic user training in support of off-the-shelf applications and office products as well as some custom tools.
  • Answering questions regarding system procedures, online transactions, systems status, and downtime procedures.
  • Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems.

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.

Preferred Qualifications:

  • Related work experience in a technical help desk position.
  • Special non-commercial systems administrator experience (access management/file transfer).
  • 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 equipment and cabling, including under the desks, while moving floor tiles, and in server closets, some of which may be confined spaces. Able to operate 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 50 pounds or more, some equipment may require team-lift or the use of carts. Ascends/descends a ladder, 10+ feet high while pulling cables and adjusting equipment.

Equal Opportunity Employer:

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.

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