Tier 2 Service Desk Senior Analyst with Security Clearance
Company: ManTech International
Location: Herndon
Posted on: April 23, 2024
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Job Description:
Secure our Nation, Ignite your Future Become an integral part of
a diverse team while working at an Industry Leading Organization,
where our employees come firstAt ManTech International, you'll help
protect our national security while working on innovative projects
that offer opportunities for advancementCurrently, ManTech is
seeking a motivated, career and customer-oriented Tier 2 Service
Desk Senior Analyst to join our team in the Herndon, VAThis
position supports a 24/7/365 service centerYou will have the option
of three different shifts (1st, 2nd, and 3rd)Responsibilities
include but are not limited to:--- Responsible for providing
support to end-user community on difficult hardware, software and
network related problems, questions, and use.
* May provide training and guidance to more junior help desk
personnel.
* Provides resolutions to out of the ordinary issues for usersIf
unable to diagnose problem, will work with service desk management
or Tier 3 to diagnose and resolve problem.
* Responds to Tier 2 trouble tickets.
* Ensures problem ownership and promotes end-user satisfaction.
* Closes activities of tickets assigned.
* Responsible for providing in-depth and high level, support to
end-user community on hardware, software and network related
problems, questions, and use.
* Provides problem resolution to usersConfers with user to
determine problemEnsures problem ownership and promotes end-user
satisfaction.
* 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 VDIs, desktops, thin
clients, printers, scanners, fax machines, and MFDs.
* Manage customer equipment inventory for customer sites and
third-party warehouses.
* Provide in-person, "white glove" support to customer VIPs at RFK
Main Justice Building in Washington, DC.
* Provide content for and draft technical knowledge base
articlesBasic Qualifications:--- A bachelor's degree in Computer
Science or related field)
* A 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
basePreferred Qualifications:--- Proficient with ServiceNow
Clearance Requirements:--- Must be a U.Scitizen
* Must be able to obtain a Public Trust 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 presentationsMust 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, etcFor all positions requiring access
to technology/software source code that is subject to export
control laws, employment with the company is contingent on either
verifying U.S.-person status or obtaining any necessary license.The
applicant will be required to answer certain questions for export
control purposes, and that information will be reviewed by
compliance personnel to ensure compliance with federal lawManTech
may choose not to apply for a license for such individuals whose
access to export-controlled technology or software source code may
require authorization and may decline to proceed with an applicant
on that basis aloneManTech International Corporation, as well as
its subsidiaries proactively fulfills its role as an equal
opportunity employerWe do not discriminate against any employee or
applicant for employment because of race, color, sex, religion,
age, sexual orientation, gender identity and expression, national
origin, marital status, physical or mental disability, status as a
Disabled Veteran, Recently Separated Veteran, Active Duty Wartime
or Campaign Badge Veteran, Armed Forces Services Medal, or any
other characteristic protected by lawIf you require a reasonable
accommodation to apply for a position with ManTech through its
online applicant system, please contact ManTechs Corporate EEO
Department at (703) 218-6000ManTech is an affirmative action/equal
opportunity employer - minorities, females, disabled and protected
veterans are urged to applyManTechs utilization of any external
recruitment or job placement agency is predicated upon its full
compliance with our equal opportunity/affirmative action
policiesManTech does not accept resumes from unsolicited recruiting
firmsWe pay no fees for unsolicited servicesIf you are a qualified
individual with a disability or a disabled veteran, you have the
right to request an accommodation if you are unable or limited in
your ability to use or access
http://www.mantech.com/careers/Pages/careers.aspx as a result of
your disabilityTo request an accommodation please click and provide
your name and contact information.
Keywords: ManTech International, Reston , Tier 2 Service Desk Senior Analyst with Security Clearance, Professions , Herndon, Virginia
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