MANTECH seeks a motivated, career and customer-oriented Service Desk Specialist to join our team in Doral, Florida.
Responsibilities include but are not limited to:
- 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.
Minimum Qualifications:
- 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).
Preferred Qualifications:
- 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.
Clearance Requirements:
- Must have a current/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.
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