Altadena, California

Secure our Nation, Ignite your Future

IT Service Desk Specialist II & III

Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first.  At ManTech International Corporation, 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 Support to join our team in Altadena, CA.   This role is a remote role

Job Description:

Responsible for providing the first-line of customer support of hardware, systems, sub-systems and/or applications for customers and/or employees. Answers basic questions about installation, operation, configuration, customization, and usage of assigned products. Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Escalates complex problems to higher tiers as required. Typically provides customer support for internal and external customers. Escalates complex problems to higher level of expertise within organization. Documents all customer interactions within a ticketing system. This is a pathway position for aspiring IT professionals. Career progression may include government security clearances and industry certifications. 

Responsible for ensuring customer satisfaction by resolving technical issues and ensuring end-user needs are met.

Responsibilities include, but are not limited to:

  • Provide Tier II/II contact and incident resolution to customers with hardware, software, and application problems.
  • Provides remote phone, email and chat troubleshooting support for application, desktop, network and mobile device issues (incidents), as well as customer requests (i.e. password resets), and record all information accurately in the Service Now CRM ticketing tool. May also make outboard service calls to potential customers.
  • When new solutions are derived to resolve issues, Tier 1 agents will provide documentation to Service Desk leadership and Knowledge Managers to have new Knowledgebase articles created. Install system wide software and assist with fine-tuning system performance.
  • Strong written and verbal communication skills.
  • Act as a single point of contact for existing incident and requests
  • Identify process and procedures which need to be corrected or added to the Knowledge base
  • Manage time and workload to meet predetermined service levels
  • Attention to detail and a can-do attitude.
  • Provide polite and friendly customer service.

Basic Qualifications:

  • Bachelor's degree in a relevant technical field or equivalent with 3+ years of related technical support and/or systems experience.
  • Working knowledge of computers, printers, laptops, and common Windows applications in a Windows environment.
  • Large Enterprise-level IT experience in supporting multiple Operating Systems and environments.
  • Experience using ServiceNow as a CRM desired, but not required

Preferred Qualifications:

  • Minimum of 10 years’ experience working in a Tier II/ II capacity.
  • Be able to navigate and explain complex solutions to customers over the phone
  • Minimum of 5 years’ experience working with an ITSM platform (SNOW preferred)

Security Clearance Requirements:

The ability to obtain and maintain a Public Trust clearance

Physical Requirements:

  • This is a remote position and you will be working from a home office.
  • Ability to handle stress and work well under pressure,
  • Ability to use PC, Analytical and Critical Thinking Skills,
  • Interpersonal and People Skills, Listening Skills,  Multi-Tasking Ability
  • Excellent Oral and Written Communication Skills

#LI-VT1

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.

Altadena, California

ManTech was founded in 1968 to provide advanced technological services to the United States government. We began with a single contract with the U.S. Navy to develop war-gaming models for the submarine community. Over the years, our government's technology needs have increased dramatically in scope and sophistication, and we have grown to meet that challenge.

 

For more than 4 decades, we kept a careful eye on where emerging technologies were taking the government, and we developed the resources to master those technologies—by staying close to our customers and anticipating their needs, hiring talented professionals to propel us into the future, and acquiring companies with proven capabilities.

 

Today, we are a multi-billion-dollar public company that provides the innovation, adaptability, and critical thinking our government needs for success in defense, intelligence, law enforcement, science, administration, health, and other fields—throughout the nation and in many countries throughout the world. We are now applying the lessons learned in the unforgiving arena of national security to help the private sector protect networks and critical information.

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