Enterprise IT Support Specialist

4 weeks ago

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

ManTech is seeking a motivated and customer-oriented Enterprise IT Support Officer to join our team in McLean, VA.

Key Responsibilities:
  • Incident Response:
    • Utilize ITIL-based processes to streamline incident management, including receipt, triage, categorization, action, and resolution.
    • Analyze, troubleshoot, design, and implement fixes for technical issues.
    • Provide basic user training on off-the-shelf applications and office products.
    • 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 application development to restore service and identify problems.
  • Deskside Support:
    • Utilize ITIL-based processes to streamline incident management, including receipt, triage, categorization, action, and resolution.
    • Analyze, troubleshoot, design, and implement fixes for technical issues.
    • Provide basic user training on off-the-shelf applications and office products.
    • Answer questions regarding system procedures, online transactions, systems status, and downtime procedures.
    • Collaborate with network services, software systems engineering, and application development to restore service and 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 application development to restore service and 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.
    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.

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, 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.

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 at ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged 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 as a result of your disability. To request an accommodation please click and provide your name and contact information.

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