What are the responsibilities and job description for the Enterprise Service Desk Technician position at MANTECH?
MANTECH seeks a motivated, career and customer-oriented Enterprise Service Desk Technician to join our team in Doral, Florida.
Responsibilities Include But Are Not Limited To
Responsibilities Include But Are Not Limited To
- Serve as a primary escalation point, offering advanced mentorship, technical guidance, and leadership to mid and junior technicians in resolving complex incidents.
- Possess extensive and specialized knowledge of enterprise systems and applications, often leading in a specific technical area, and proactively identify and resolve potential systemic problems to minimize disruptions.
- Lead the development and maintenance of comprehensive knowledgebase articles, advanced troubleshooting guides, and specialized training materials.
- Lead and manage small-to-medium-sized projects and initiatives focused on improving Enterprise Service Desk processes through efficiency and innovation.
- Conduct in-depth trend analysis of support requests, identify recurring issues, and recommend strategic solutions to enhance service delivery, including developing and presenting detailed performance reports.
- Demonstrate exceptional communication, interpersonal, and leadership skills to build strong relationships, and stay current with the latest technologies and industry best practices to recommend new tools and methodologies.
- HS diploma: a candidate holding a relevant bachelor’s degree may be granted 2 years’ experience credit for education.
- 5 years of experience with 2 years of position-specific relevant experience.
- Deep understanding of operating systems (e.g., Windows, macOS, Linux).
- Expertise in troubleshooting hardware, software, and network problems and proficiency in using remote support tools and ticketing systems.
- Knowledge of ITIL-informed processes and best practices.
- Experience with enterprise applications and systems (e.g., Active Directory, Microsoft 365, cloud services).
- Bachelor’s degree in information technology, computer science, or a related field.
- Knowledge of ITSM tools such as ServiceNow and Jira.
- Experience with scripting or automation tools.
- ITIL Foundation certificate, Cisco Certified Network Associate (CCNA), Microsoft certifications, and relevant IT certifications (e.g., CompTIA A , Network , Security , ITIL Foundation).
- Experience at a DoD Combatant Command (e.g., SOUTHCOM, NORTHCOM, CENTCOM, CYBERCOM, INDOPACOM, EUCOM, AFRICOM, STRATCOM, TRANSCOM, SOCOM, SPACECOM) or a component.
- Must have an active TS/SCI clearance.
- Must be able to remain in a stationary position 50%.
- Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.
- 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.
