Job Description

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:

• 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.

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