Serves as a point of contact for customers seeking technical assistance via phone or email. Possess familiarity with the ICON Knowledge Base, ITIL processes, and service delivery, capturing and implementing changes to knowledge articles and processes. Perform remote troubleshooting through diagnostic techniques and pertinent questions, determining the best solution based on the issue and details provided by customers. Walk customers through the problem-solving process and direct unresolved issue... more details
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, 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 Help Desk Support Specialist to join our team in the DMV area. We have opportunities in the Washington, DC area as well as Northern Virginia and Maryland. If you are looking for an opportunity in any of those locations, we encourage you to apply. This is an onsite position.
Responsibilities include but are not limited to:
- Serves as a point of contact for customers seeking technical assistance via phone or email.
- Possess familiarity with the ICON Knowledge Base, ITIL processes, and service delivery, capturing and implementing changes to knowledge articles and processes.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions, determining the best solution based on the issue and details provided by customers.
- Walk customers through the problem-solving process and direct unresolved issues to the next level of support; provide accurate information on IT products or services; record events, problems, and their resolution in logs; and follow-up and update customer status and information.
- Provide feedback and suggestions from customers to the appropriate internal team, analyzing and recommending process improvements in the help desk functional environment.
- Use their knowledge and ability to interface with and aid in the resolution of complex issues with remote staff and internal Tier 3 Technicians.
Basic Qualifications:
- 2 Years of relevant job experience.
- DoD 8570.01-m- IAT Level II Certification must be obtained within 6 months of commencing work on the Task Order: CCNA-Security, CySA+, GICSP, GSEC, Security+ CE, CND, SSCP
- Possess a High School Diploma or equivalent.
Preferred Qualifications:
- Relevant industry standard certifications such as A+ or Security+.
- Experience with help desk systems such as Atlasian (Confluence/Jira) or ServiceNow.
- Bachelors degree in an IT-related field.
Clearance Requirements:
- This role requires an active TS/SCI clearance
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.
For all positions requiring access to technology/software source code that is subject to export control laws, employment with the company is contingent on either verifying U.S.-person status or obtaining any necessary license. The applicant will be required to answer certain questions for export control purposes, and that information will be reviewed by compliance personnel to ensure compliance with federal law. ManTech may choose not to apply for a license for such individuals whose access to export-controlled technology or software source code may require authorization and may decline to proceed with an applicant on that basis alone.
ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.
If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech's Corporate EEO Department at (703) 218-6000. ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged to apply. ManTech's utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies. ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services.
If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access http://www.mantech.com/careers/Pages/careers.aspx as a result of your disability. To request an accommodation please click careers@mantech.com and provide your name and contact information.
