ManTech
Service Desk Specialist - Tier 2
ManTech, Washington, District of Columbia, us, 20022
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. Currently, ManTech is seeking a motivated, career and customer-oriented Service Desk Specialist - Tier 2 to join our team in Washington, DC. This position supports two different shifts (7:00am - 3:30pm OR 9:30am - 6:00pm ET).
Responsibilities include but are not limited to:
Responsible for providing support to end-user community on hardware, software and network related problems, questions, and use. Provides resolutions to out of the ordinary issues for users. If unable to diagnose problem, will work with service desk management or Tier 3 to diagnose and resolve problem. Responds to Tier 2 trouble tickets. Ensures problem ownership and promotes 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. Minimum Qualifications:
A bachelor’s degree (in Computer Science or related field) or equivalent or six years of relevant experience. 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. 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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Responsible for providing support to end-user community on hardware, software and network related problems, questions, and use. Provides resolutions to out of the ordinary issues for users. If unable to diagnose problem, will work with service desk management or Tier 3 to diagnose and resolve problem. Responds to Tier 2 trouble tickets. Ensures problem ownership and promotes 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. Minimum Qualifications:
A bachelor’s degree (in Computer Science or related field) or equivalent or six years of relevant experience. 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. 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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