What are the responsibilities and job description for the Service Desk Specialist position at MANTECH?
ManTech seeks a motivated, career and customer-oriented Service Desk Specialist to join our team in Chantilly, VA.
Responsibilities Include, But Are Not Limited To
Responsibilities Include, But Are Not Limited To
- The Service Desk Specialists are the Tier 1 team members of an Information Technology (IT) Enterprise Service desk responsible for the IT-related service requests, and the service incidents and problems for the customer’s IT business and mission-focus enterprise systems.
- The Service Desk Specialist will be directly responsible for receiving, prioritizing, documenting, and actively resolving end-user submitted requests. Specialists will use common IT skills and tools to provide “hands on” troubleshooting assistance at the desktop level.
- The IT Enterprise Service Desk supports a wide array of systems, applications, and services spanning desktop operating systems (OSs), desktop and web-based applications, and unified communications (Video Tele-Conferencing (VTC), Voice over IP (VOIP) phones, etc.).
- Able to learn and troubleshoot and repair/resolve various issues/requests for peripheral devices..
- Knowledgeable with Microsoft Windows 10, basic networking concepts, PC hardware, and COTS software.
- Must be able to work an eight-hour shift. Shift hours for this position are from 6:00 AM until 2:00 PM. Our Service Desk is available 0600 AM until 6:00 PM Monday through Friday.
- Proven excellence in written and verbal communication within a team and with end users, VIPs, team managers, and client managers.
- Bachelor’s Degree and 2 or more years of relevant experience.
- Needs a Security certification and a corresponding Compute Environment cert for a Microsoft Windows environment such as the CompTIA A or a Microsoft Windows certification.
- Able to work directly with customers – over the phone - to elicit all necessary details to capture their IT service request, incident, or problem accurately and completely.
- Desirable is Information Technology Infrastructure Library (ITIL) fundamentals.
- Candidates must demonstrate the capability to collaborate and independently learn new technologies to be successful.
- Must have a current/active Top Secret/SCI and be able to obtain and maintain a polygraph.
- 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.