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Technical Support Specialist

2 months ago

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

We are seeking a highly motivated and customer-focused Technical Support Specialist to join our team at ManTech. As a Technical Support Specialist, you will be the first point of contact for all customer service requests, providing timely and effective solutions to ensure high customer satisfaction.

Key Responsibilities
  • Respond to customer inquiries via phone, email, and chat, providing accurate and helpful information to resolve issues.
  • Maintain high response and resolution speeds, meeting or exceeding Service Level Objectives (SLOs).
  • Develop and maintain a deep understanding of our products and services, referencing runbooks and playbooks to provide meaningful resolutions to customers.
  • Provide high-touch assistance to our highest-tier customers, building in-depth understanding of their pressing issues and advocating on their behalf with engineers and program managers.
  • Collaborate with cross-functional teams to resolve complex customer issues and improve overall customer experience.
Requirements
  • Associate's degree in Computer Science, Technology, Engineering, or Mathematics, or equivalent experience in Information Technology.
  • 1+ years of relevant IT experience, with a strong understanding of networking and cloud technologies.
  • Working knowledge of systems, including UNIX/Linux or Windows, and customer service ticketing systems.
  • Excellent communication and interpersonal skills, with the ability to read and provide meaningful summaries of runbooks and playbooks.
  • Working knowledge of Google Workspace tools, including Docs, Sheets, and Slides.
Preferred Qualifications
  • Experience working with ServiceNow.
  • CCNA or equivalent certification.
Security Clearance

Active TS/SCI with Polygraph clearance required.

Physical Requirements
  • Ability to use hands to operate a computer and other office productivity machinery.
  • Occasional movement about the office to access file cabinets, office machinery, etc.
  • Ability to remain in a stationary position for 50% of the time.