Service Desk Specialist Senior Tier 1

3 days ago

Glen Burnie, Maryland, 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.

Key Responsibilities
  • Provide support to the end-user community on complex hardware, software, and network-related problems, questions, and use.
  • May provide training and guidance to more junior help desk personnel.
  • Responsible for resolving out-of-the-ordinary issues for users.
  • Ensure problem ownership and promote end-user satisfaction.
  • Closes activities of tickets assigned.
  • Responsible for providing in-depth and high-level support to the end-user community on hardware, software, and network-related problems, questions, and use.
  • Provides problem resolution to users. Confers with users to determine problems. Ensures problem ownership and promotes end-user satisfaction.
  • Preparing and analyzing ticket reports to identify problems, trends, and unique criteria, as required.
  • Reviewing analyst ticket queues to facilitate ticket resolution at or exceeding KPI requirements.
  • Assigning tickets received from customer self-submission and from other OCIO teams.
  • Contributing to and developing knowledge base articles.
  • Providing phone, email, chat, and Service-Desk support for end-users that are in-office and off-site.
  • Documenting customer requests in call tracking systems and recording the actions taken and follow-up on deferred actions.
  • Reciting a customer-supplied greeting when picking up the phone.
  • Updating customers via call or email or chat every 24 hours of progress and status of calls/tickets.
  • Resolving incidents on first contact, when an active line of communication is first established with the customer using the supported remote desktop control application.
  • Resolving all customer calls/issues within a 20-minute timeframe or escalating the call or ticket to the appropriate queue/group for resolution (Tier 2, Account Administration, Mobile Support, Asset Management, Training Team, A/V Support, Application Services, etc.) while adhering to ISO 20000 and 27001 processes and policies.
  • Responding to and diagnosing problems through discussions with users; includes problem recognition, research, isolation, and resolution steps.
  • Providing assistance and participating on new project(s) testing and deployment/delivery.
  • Following prescribed guidelines and official SOPs.
  • Documenting, updating, and closing tickets.
Requirements
  • A bachelor's degree (in Computer Science or related field) or equivalent; in lieu of a degree, 6 years of help desk experience.
  • A minimum of five (5) years of related experience in computer hardware, software, networking systems, and in the set-up, configuration, use, and troubleshooting of computer systems.
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.
  • Constantly operates a computer and other office productivity machinery, such as a computer.
  • The person in this position frequently communicates with co-workers, management, and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations.
  • The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.

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