Today
Secret
Unspecified
Unspecified
IT - Support
Doral, FL (On-Site/Office)
MANTECH seeks a motivated, career and customer-oriented Journeyman Enterprise Service Desk Technician to join our team in Doral, Florida.
Responsibilities include but are not limited to:
Minimum Qualifications:
Desired Qualifications:
Clearance Requirements:
Physical Requirements:
Responsibilities include but are not limited to:
- Provide advanced technical support to end users, resolving complex hardware, software, and network issues.
- Serve as an escalation point for Junior Technicians, providing technical mentorship and guidance.
- Possess strong knowledge of enterprise systems and applications, often specializing in a specific area.
- Contribute to the development and maintenance of knowledgebase articles and training materials.
- Lead small projects or initiatives to improve Enterprise Service Desk processes, under the guidance of senior Technicians.
- Analyze trends in support requests to identify recurring issues and recommend solutions.
- Demonstrate excellent communication and interpersonal skills and build strong relationships with users and stakeholders.
- Stay up to date with the latest technologies and industry best practices, expanding their technical skills and knowledge.
Minimum Qualifications:
- HS diploma; a candidate holding a relevant Bachelor's degree may be granted 2 years' experience credit for education.
- 4+ years of experience with 2+ years of position-specific relevant experience.
- Proven experience in troubleshooting and resolving hardware (desktops, laptops, peripherals), software (Windows OS, Office 365, common applications), and network (basic connectivity) issues.
- Working knowledge of Active Directory for user account management.
- Experience with ticketing systems (e.g., ServiceNow, Jira Service Management, Zendesk) for incident and service request management.
- Experience with remote desktop support tools (e.g., TeamViewer, Remote Desktop, AnyDesk).
- Experience working within SLA guidelines
Desired Qualifications:
- Bachelor's degree in information technology, computer science, or a related field.
- Experience in IT service management and ITIL-informed processes. Knowledge of ITSM tools such as ServiceNow and Jira.
- Experience with mobile device management (MDM) systems and knowledge of scripting languages (e.g., PowerShell).
- Experience with cloud-based services (e.g., Azure, AWS), VoIP phone systems, and contributing to the development and improvement of support processes.
- Experience in creating and maintaining knowledgebase articles and user training documentation and delivery.
- ITIL Foundation certificate, Cisco Certified Network Associate (CCNA), CompTIA A+, Network+, Microsoft Certified Desktop Support Technician (MCDST) or similar certifications.
- Experience at a DoD Combatant Command (e.g., SOUTHCOM, NORTHCOM, CENTCOM, CYBERCOM, INDOPACOM, EUCOM, AFRICOM, STRATCOM, TRANSCOM, SOCOM, SPACECOM) or a component.
Clearance Requirements:
- Must have an active Secret clearance.
Physical Requirements:
- Must be able to remain in a stationary position 50%.
- Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.
- 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.
group id: RTX14564a
ManTech Corporate Capabilities
