ManTechis seeking a motivated, career and customer-orientedEnterprise IT Support Officer (EITSO)to serve on aDedicated Support Teamin McLean, VA.
Responsibilities include, but are not limited to:
- 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 without escalating to Tier 3 support.
- 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.
- 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.
- Local travel may be required between customer buildings.
- May have supervisory responsibilities.
- Special non-commercial systems administrator experience (access management/file transfer) may be required.
Hours of coverage:
Shift coverage required is 8:30AM – 5:00PM Monday - Friday
Basic Qualifications:
- Component System Administration (CMA) Certification.
- 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.
- Knowledge of Windows Active Directory, Data Transfer Requests, PKI Cert Support, New Account Delivery / Support, Password Administration, Multifactor Authentication (MFA) Administration and Workstation Adds / Moves / Changes.
- Resolving technical problems and answering queries by telephone, walk-ins, tickets, or IM 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.
- Attention to detail, leadership, and collaborative and independent work process.
- 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.
- Must demonstrate ability to thrive and succeed in a challenging environment.
- Experience providing technical support for Windows XP, Microsoft Office 2003 or later, Internet Explorer, and business applications used within a business environment.
- Knowledge of multiple desktop programs, configuration and debugging techniques.
- 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.
- BA/BS and 7 or more years of experiences, or a combination of education and work experience equivalent to 11or more years.
Preferred Qualifications:
- Related work experience in a technical help desk position.
- Experience with data transfer services.
- IAT Level II certification.
- Experience with ServiceNow ITSM & ITBM.
- Prior experience managing projects from low-mid complexity.
- ITIL® v4 Foundation, or higher, certification.
NOTE: Multiple levels of seniority are available dependent on qualifications/experience.
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 computers, including under the desks and in the server closet.
- Constantly operates 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 up to 50 pounds.