ManTech
Journeyman Tier 2 Help Desk Support Services Specialist
ManTech, Washington, District of Columbia, us, 20022
Journeyman Tier 2 Help Desk Support Services Specialist
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
Journeyman
Tier 2 Help Desk Support Services Specialist
to join our team in Herndon, VA. This position supports a 24/7/365 service center. You will have the option of three different shifts (1st, 2nd, and 3rd).Responsibilities include but are not limited to:Providing support to end-user community on hardware, software, and network-related problems, questions, and use.Providing resolutions to out-of-the-ordinary issues for users. If unable to diagnose the problem, will work with service desk management or Tier 3 to diagnose and resolve the problem.Responding to Tier 2 trouble tickets.Ensuring problem ownership and promoting end-user satisfaction.Closing activities of tickets assigned.Troubleshooting and resolving incident tickets to include data storage, network connectivity, Active Directory accounts and security groups, and third-party software.Updating and managing assigned tickets to include daily work notes and customer updates throughout the ticket lifecycle.Troubleshooting customer equipment to include VDIs, desktops, thin clients, printers, scanners, fax machines, and MFDs.Managing customer equipment inventory for customer sites and third-party warehouses.Providing in-person, “white glove” support to customer VIPs at RFK Main Justice Building in Washington, DC.Providing content for and drafting technical knowledge base articles.Basic Qualifications: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.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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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
Journeyman
Tier 2 Help Desk Support Services Specialist
to join our team in Herndon, VA. This position supports a 24/7/365 service center. You will have the option of three different shifts (1st, 2nd, and 3rd).Responsibilities include but are not limited to:Providing support to end-user community on hardware, software, and network-related problems, questions, and use.Providing resolutions to out-of-the-ordinary issues for users. If unable to diagnose the problem, will work with service desk management or Tier 3 to diagnose and resolve the problem.Responding to Tier 2 trouble tickets.Ensuring problem ownership and promoting end-user satisfaction.Closing activities of tickets assigned.Troubleshooting and resolving incident tickets to include data storage, network connectivity, Active Directory accounts and security groups, and third-party software.Updating and managing assigned tickets to include daily work notes and customer updates throughout the ticket lifecycle.Troubleshooting customer equipment to include VDIs, desktops, thin clients, printers, scanners, fax machines, and MFDs.Managing customer equipment inventory for customer sites and third-party warehouses.Providing in-person, “white glove” support to customer VIPs at RFK Main Justice Building in Washington, DC.Providing content for and drafting technical knowledge base articles.Basic Qualifications: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.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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