Become an integral part of a diverse team that leads the world in the Mission, Cyber, and Intelligence Solutions group. At ManTech International Corporation, you'll help protect our national security while working on innovative projects that offer opportunities for advancement.
ManTech is seeking a motivated, career and customer oriented Service Desk Specialist. This is a customer-facing position with frequent interactions with IT leadership requiring excellent communication skills. Responsibilities include, but are not limited to:
·Providing telephone support to 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.
·Provides first level problem resolution on the telephone with users, walks the user through a series of steps to determine problem and classify level, priority and nature of problem.
·If unable to diagnose problem and/or problem requires physical interaction with end user dispatches field engineers from appropriate team.
·Opens, tracks and closes trouble tickets; ensures problem ownership and promotes end-user satisfaction.
·Tracks activities of field engineers to who tickets were assigned. Trained and certified in automated help desk management systems. Position Requirements:
·A Bachelor's Degree from an accredited institute in an area applicable to this position (e.g. information systems, computer science, math, or engineering) or equivalent experience.
·Work in Information Technology Services Management with at least ten (10) years of related experience, at least 2 working with Service Ticket Software, (5) five of which will be on DoD Intelligence Networks.
·Experience with service desk support, monitoring, and management tools (i.e., Siebel, E-requestor, Altiris, and Remedy etc.)
·Experience with Microsoft Business Class Applications. MS SharePoint.
·Experience in managing all phases of Enterprise IT Operations issue workflow in any Ticketing Service Desk Model
·Experience in quality assurance documentation
·Experience in planning and forecasting resource needs in DOMEX IT Service Infrastructure
·Experience in facilitating meetings to solicit feedback from users
·Experience in defining, acceptance criteria and coordinating and executing user acceptance
·Experience in IT Services reporting, tracking, and resolution
·Required certified DoD 8570 Level II IAT
·ITIL V3 Fundamentals trainedSecurity Requirements:
US Citizenship and an Active TS/SCI with the ability to obtain a CI Polygraph
Requires Bachelors degree (in Computer Science or related field) or equivalent, and seven to nine years of related experience in computer hardware, software, networking systems, and in the set-up, configuration, use, and trouble shooting of computer systems.
ManTech International Corporation is comprised of approximately 7,300 talented employees who use advanced technology to help government and industry meet some of their greatest challenges around the world. We adhere to the simple, no-nonsense values on which ManTech was founded more than four decades ago, aligning squarely with the mission objectives of our customers. As our customer base continues to expand and diversify, we continue to diversify our workforce and solutions. Nearly half our employees have a military background, and approximately 70 percent hold a government security clearance. As a leading provider of innovative technology services and solutions for the nation's defense, security, health, space, and intelligence communities; we hold nearly 1,100 active contracts with more than 50 different government agencies.