What are the responsibilities and job description for the Journeyman Enterprise Service Desk Technician position at hackajob?
hackajob is collaborating with MANTECH to connect them with exceptional professionals for this role.
MANTECH is seeking a motivated, career and customer-oriented Enterprise Service Desk Technician to join our team in Doral, FL.
Responsibilities Include But Are Not Limited To
MANTECH is seeking a motivated, career and customer-oriented Enterprise Service Desk Technician to join our team in Doral, FL.
Responsibilities Include But Are Not Limited To
- The ESD Technician II provides advanced technical support to end users, resolving complex hardware, software, and network issues
- Serve as an escalation point for Junior Technicians, providing technical mentorship and guidance
- Possess strong knowledge of enterprise systems and applications, often specializing in a specific area. Proactively identify and resolve potential problems, minimizing disruptions to business operations
- Contribute to the development and maintenance of knowledgebase articles and training materials
- Lead small projects or initiatives to improve Enterprise Service Desk processes, under the guidance of senior Technicians. Analyze trends in support requests to identify recurring issues and recommend solutions
- Demonstrate excellent communication and interpersonal skills and build strong relationships with users and stakeholders. Contribute to performance reporting and identify opportunities for continuous improvement.
- Stay current with the latest technologies and industry best practices, expanding their technical skills and knowledge. The ESD Technician II receives guidance and direction from more senior staff
- Minimum of 3 years of relevant Enterprise Service Desk Technician experience.
- A candidate holding a relevant Bachelor's degree may be granted 2 years’ experience credit for that extra education.
- Proven experience in troubleshooting and resolving hardware (desktops, laptops, peripherals), software (Windows OS, Office 365, common applications), and network (basic connectivity) issues. Working knowledge of Active Directory for user account management. Experience with ticketing systems (e.g., ServiceNow, Jira Service Management, Zendesk) for incident and service request management. Familiarity with remote desktop support tools (e.g., TeamViewer, Remote Desktop, AnyDesk). Basic understanding of network protocols (TCP/IP, DNS, DHCP). Experience working within SLA guidelines.
- Bachelor’s degree in Information Technology, or related technical 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 mobile device management (MDM) systems. Knowledge of scripting languages (e.g., PowerShell). Experience with cloud-based services (e.g., Azure, AWS), VoIP phone systems, and contributing to the development and improvement of support processes. Experience in creating and maintaining knowledgebase articles and user training documentation and delivery. ITIL Foundation certificate. Cisco Certified Network Associate (CCNA). Microsoft Certifications. CompTIA A , Network , or similar certifications. Microsoft Certified Desktop Support Technician (MCDST) or equivalent. ITIL Foundations certification.
- Experience at a DoD Combatant Command (e.g., SOUTHCOM, NORTHCOM, CENTCOM, CYBERCOM, INDOPACOM, EUCOM, AFRICOM, STRATCOM, TRANSCOM, SOCOM, SPACECOM) or a component is desired.
- Must be eligible for or have a current/active Secret Eligible clearance.
- The person in this position must be able to remain in a stationary position 50% of the time. Occasionally move about inside the office to access file cabinets, office machinery, or to communicate with co-workers, management, and customers, via email, phone, and or virtual communication, which may involve delivering presentations.
Salary : $90,000