MANTECH seeks a motivated, career and customer-oriented Senior Systems Administrator to join our team in Washington, DC.
Responsibilities include but are not limited to:
- Serves as a Customer Advocate supporting VIP level customer; must present professional image and communicate well. Provides in-person, “white glove” support to key stakeholders.
- Responsible for providing support to end-user community on difficult hardware, software and network related problems, questions, and use.
- Provides resolutions to out of the ordinary issues for users. If unable to diagnose problem, will work with service desk management or Tier 3 to diagnose and resolve problem.
- Responds to trouble tickets, customer calls for support as well as in-person support assistance. Responsible for providing in-depth and high level, support to end-user community on hardware, software and network related problems, questions, and use.
- Troubleshoot and resolve incident tickets to include data storage, network connectivity, Active Directory accounts and security groups, and third-party software.
- Update and manage assigned tickets to include daily work notes and customer updates throughout the ticket lifecycle.
- Troubleshoot customer equipment to include desktops, Multi-Function Print devices, video teleconference hardware, and various other IT assets.
Minimum Qualifications:
- Minimum of five (5) years of related experience in computer hardware, software, networking systems, and in the set-up, configuration, use, and troubleshooting of computer systems.
- Demonstrated experience troubleshooting and resolving issues with data storage, network connectivity, Active Directory accounts and security groups, third-party software, VDIs, desktops, thin clients, printers, scanners, fax machines, and MFDs.
- Demonstrated experience managing and updating customer tickets in a ticketing system.
- Outstanding customer service skills and practices.
- Experience contributing to a service desk technical knowledge base.
- Compliance with DoD 8570.01-M/8140.01 and have CompTIA Security+ certification
Preferred Qualifications:
- Proficient with SolarWinds Web Helpdesk
- Proficient working with SharePoint and supporting customer related issues
- Proficient working with and supporting Microsoft Office products
Clearance Requirements:
- Must have a current/active TS/SCI clearance and the ability to obtain and maintain a Yankee White 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.
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