Today
Top Secret/SCI
Unspecified
Unspecified
IT - Support
McLean, VA (On-Site/Office)
ManTech is seeking a motivated, career and customer-oriented Enterprise IT Support Officer (EITSO) - Location Support Center (LSC) to join our team in McLean, VA.
Responsibilities include, but are not limited to:
Incident Response:
Deskside Support:
All Roles:
Hours of Coverage:
Basic Qualifications:
Preferred Qualifications:
Security Clearance Requirements:
Physical Requirements:
Responsibilities include, but are not limited to:
Incident Response:
- Using ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demands.
- Analyzing, troubleshooting, designing, and implementing fixes
- Providing basic user training in support of off-the-shelf applications and office products as well as some custom tools, depending on the office being supported.
- Performing remote desktop triage and system repair using remote tools.
- Answering questions regarding system procedures, online transactions, systems status, and downtime procedures.
- Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems.
- Special non-commercial systems administrator experience (access management/file transfer) may be required.
Deskside Support:
- Using ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demands.
- Analyzing, troubleshooting, designing, and implementing fixes.
- Providing basic user training in support of off-the-shelf applications and office products as well as some custom tools, depending on the office being supported.
- Answering questions regarding system procedures, online transactions, systems status, and downtime procedures.
- Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems.
All Roles:
- Local travel may be required between customer buildings or temporary assignment to an alternate location in support of special projects.
- Maintaining and updating records and tracking databases.
- Answering questions regarding system procedures, online transactions, systems status, and downtime procedures.
- Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems.
- Using best practices and knowledge of internal or external business issues to improve products or services.
- Meeting contractual performance criteria.
Hours of Coverage:
- Member of a team comprised of a variety of skills that provide coverage from 6:00 a.m. - 6:00 p.m. Opportunities exist to provide 24x7 coverage.
- Support may be required outside of core hours based on customer & mission needs.
Basic Qualifications:
- Strong communication skills due to variety of groups to be working with, such as co-workers, management, and customers; must be able to exchange accurate information.
- Experience resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems.
- Self-motivated, organized, with excellent interpersonal, written, and verbal communication skills.
- Ability to embrace diverse technical disciplines and excellent customer service skills.
- Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the job.
- Demonstrated problem solving and technical skills to resolve critical IT issues.
- Expertise, training, and actual work experience with customer specific, systems and technologies.
- Must be a self-starter, work independently, and work with a clear and defined mission.
- Experience providing technical support for Windows 10, Microsoft Office 2016 or later, multiple web browsers, and standard business applications used within a business environment.
- Knowledge of Windows Active Directory.
- Knowledge of multiple desktop programs, configuration and debugging techniques.
- Experience with VoIP.
- Experience with TCP/IP and general networking issues.
- Experience with virus scanning services; Desktop, stand-alone and laptop computing services.
- Experience with servers, printers, and peripheral devices.
- Bachelor's degree and 2+ years of relevant experience. 4+ additional years of experience may be substituted for a degree.
Preferred Qualifications:
- Component Mission Administrator (CMA) Certification.
- Related work experience in a technical help desk position.
- Special non-commercial systems administrator experience (access management/file transfer).
- IAT Level II certification.
- Experience with ServiceNow ITSM & ITBM.
- Prior experience managing projects from low-mid complexity.
- ITIL® v4 Foundation, or higher, certification.
Security Clearance Requirements:
- Current/active TS/SCI with Polygraph.
Physical Requirements:
- Must be able to remain in a stationary position 50%.
- Must be able to move/traverse within and between buildings and offices.
- Must be able to position self to maintain equipment and cabling, including under the desks, while moving floor tiles, and in server closets, some of which may be confined spaces.
- Able to operate a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.
- Must be able to move Audio/Visual or Computer equipment weighing 50 pounds or more, some equipment may require team-lift or the use of carts.
- Ascends/descends a ladder, 10+ feet high while pulling cables and adjusting equipment.
group id: RTX14564a
ManTech Corporate Capabilities
