Service Desk Specialist

Mantech International Corporation
Doral, United States of America
5 days ago

Role details

Contract type
Permanent contract
Employment type
Full-time (> 32 hours)
Working hours
Regular working hours
Languages
English
Experience level
Junior

Job location

Doral, United States of America

Tech stack

Microsoft Windows
Microsoft Active Directory
Software Applications
JIRA
Computer Networks
Desktop Computing
Web Browsers
Issue Tracking Systems
Network Troubleshooting
Microsoft Office
Office Suite
Remote Desktop Services
TCP/IP
Peripherals
SC Clearance
Computer Equipment
Information Technology
Laptops
ServiceNow

Job description

  • Provide first-level technical support to end users across the organization.
  • Troubleshoot and resolve basic hardware, software, and network issues, escalating more complex problems to higher tiers.
  • Log and track incidents and service requests within a ticketing system, ensuring timely resolution and accurate documentation.
  • Meet Service Level Agreements (SLA) and maintain high levels of customer satisfaction.
  • Use knowledgebase articles and other resources to efficiently resolve user issues.
  • Develop their problem-solving and interpersonal skills under the guidance of senior and mid-level Technicians.
  • Assist in user training and self-service initiatives, contributing to a positive user experience.

Requirements

  • High School Diploma

  • One (1) or more years of relevant experience working in a Service Desk or Deskside Support environment.

  • Fundamental understanding of computer hardware (desktops, laptops, peripherals) and software (Windows OS, common applications).

  • Basic understanding of networking concepts (connectivity, TCP/IP).

  • Familiarity with common software applications (Microsoft Office Suite, web browsers).

  • Bachelor's degree in information technology, computer science, or a related field.

  • Experience supporting DoD programs.

  • Experience in IT service management and ITIL-informed processes. Knowledge of ITSM tools such as ServiceNow and Jira.

  • Experience with a ticketing system (even if in an educational setting) and remote desktop support tools.

  • Basic experience with Active Directory.

  • Basic hardware troubleshooting experience.

  • Must have a current/active Secret clearance.

  • 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.

Apply for this position