Senior Service Desk Analyst
2 weeks ago
At ManTech International, we're committed to protecting our nation's security while fostering a culture of innovation and growth. As a Tier 2 Service Desk Senior Analyst, you'll play a critical role in our diverse team, working on cutting-edge projects that offer opportunities for advancement.
Responsibilities- Provide expert support to our end-user community on complex hardware, software, and network-related issues.
- Collaborate with junior help desk personnel to provide training and guidance.
- Diagnose and resolve out-of-the-ordinary issues, working closely with service desk management or Tier 3 teams as needed.
- Respond to Tier 2 trouble tickets and ensure problem ownership and end-user satisfaction.
- Close activities on assigned tickets and provide in-depth support to our end-user community.
- Bachelor's degree in Computer Science or related field.
- Minimum of five years of experience in computer hardware, software, networking systems, and troubleshooting.
- Demonstrated experience with data storage, network connectivity, Active Directory accounts, and security groups.
- Excellent customer service skills and experience managing customer tickets in a ticketing system.
- Preferred qualifications include proficiency with ServiceNow and experience contributing to a service desk technical knowledge base.
Must be a U.S. citizen and able to obtain a Public Trust clearance.
Physical RequirementsMust be able to work in a stationary position for more than 50% of the time and communicate effectively with peers and senior personnel.
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