Help Desk Support Specialist

3 weeks ago

Washington, United States ManTech Full time
Secure Our Nation, Ignite Your Future

Become an integral part of a diverse team while working at an industry-leading organization where our employees come first. At ManTech International, you'll help protect our national security while working on innovative projects that offer opportunities for advancement.

About the Role

This position supports a 24/7/365 service center. You will have the option of three different shifts (1st, 2nd, and 3rd). As a Journeyman Tier 2 Help Desk Support Services Specialist, you will be responsible for providing support to the end-user community on hardware, software, and network-related problems, questions, and use.

Key Responsibilities
  • Provide resolutions to out-of-the-ordinary issues for users. If unable to diagnose the problem, work with service desk management or Tier 3 to diagnose and resolve the issue.
  • Respond to Tier 2 trouble tickets.
  • Ensure problem ownership and promote end-user satisfaction.
  • Closes activities of tickets assigned.
  • Troubleshoot and resolve incident tickets to include data storage, network connectivity, Active Directory accounts and security groups, and third-party software.
  • Update and manage assigned tickets to include daily work notes and customer updates throughout the ticket lifecycle.
  • Troubleshoot customer equipment to include VDIs, desktops, thin clients, printers, scanners, fax machines, and MFDs.
  • Manage customer equipment inventory for customer sites and third-party warehouses.
  • Provide in-person, "white glove" support to customer VIPs at RFK Main Justice Building in Washington, DC.
  • Provide content for and draft technical knowledge base articles.
Requirements
  • A bachelor's degree (in Computer Science or related field) or equivalent.
  • A minimum of two (2) years of related experience in computer hardware, software, networking systems, and in the set-up, configuration, use, and troubleshooting of computer systems.
  • Demonstrated experience troubleshooting and resolving issues with data storage, network connectivity, Active Directory accounts and security groups, third-party software, VDIs, desktops, thin clients, printers, scanners, fax machines, and MFDs.
  • Demonstrated experience managing and updating customer tickets in a ticketing system.
  • Outstanding customer service skills and practices.
  • Experience contributing to a service desk technical knowledge base.
Preferred Qualifications
  • Proficient with ServiceNow.
Clearance Requirements
  • Must be a U.S. citizen.
  • Must be able to obtain a Public Trust.
Physical Requirements
  • Must be able to be in a stationary position more than 50% of the time.
  • Must be able to communicate, converse, and exchange information with peers and senior personnel.

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