What are the responsibilities and job description for the Lead Enterprise Service Desk Technician position at MANTECH?
MANTECH seeks a motivated, career and customer-oriented Lead Enterprise Service Desk Technician to join our team in Doral, FL.
Responsibilities Include But Are Not Limited To
Responsibilities Include But Are Not Limited To
- Serve as the primary point of contact for advanced technical troubleshooting via phone, email, and in-person support.
- Respond to and resolve customer issues at their desks as needed.
- Utilize tools such as Active Directory, Microsoft 365, and ITSM platforms (e.g., ServiceNow) to manage user access, incidents, and support workflows.
- Collaborate with stakeholders to ensure systems are fully functional and meet performance and security requirements.
- Create, update, maintain, and interpret technical documentation and knowledge base articles.
- Provide advanced technical support, troubleshooting complex hardware, software, and network issues.
- Act as the top escalation point for complex technical issues before escalating to Tier 3 or specialized teams.
- Mentor and support junior team members, sharing expertise and best practices.
- HS diploma: a candidate holding a relevant bachelor’s degree may be granted 2 years’ experience credit for education.
- Seven (7) or more years of professional experience with five (5) or more years of Enterprise Service Desk relevant experience.
- Experience with network troubleshooting, security compliance, configuration management, and Microsoft servers.
- Must hold two active certifications:
- Security or equivalent IAT Level II Certification.
- Microsoft certification (Certification must be obtained within 6 months of start date):
- AZ-104
- MS-102
- Experience with ServiceNow ticketing platform.
- Experience managing an Active Directory.
- Experience writing PowerShell scripts or with PowerShell Automation.
- Experience with Microsoft Office 365.
- Experience Imaging hardware and software.
- 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 have an active secret clearance.
- Must be eligible to obtain and maintain a TS/SCI clearance.
- Must be able to remain in a stationary position 50% of the time.
- Must be able to lift 50lbs
- Will occasionally go under desk to access port faceplates, equipment, cables, and office machinery.