What are the responsibilities and job description for the Service Desk Technician, Joint Operations Center Watch position at MANTECH?
MANTECH seeks a motivated, career and customer-oriented Service Desk Technician, Joint Operations Center Watch to join our team in Doral, FL.
Responsibilities Include But Are Not Limited To
Responsibilities Include But Are Not Limited To
- Providing real-time Tier I/II IT service desk and desktop support to operational watchstanders and JOC personnel.
- Logging, tracking, prioritizing, and resolving technical service tickets, system outages, and hardware/software incidents.
- Installing, configuring, troubleshooting, and maintaining desktop hardware, peripherals, operating systems, and secure communications tools.
- Managing user accounts, password resets, active directory permissions, and system access requests across command networks.
- Collaborating with cross-functional technical teams, systems administrators, and watch officers to resolve escalated operational IT issues.
- Maintaining accurate IT asset inventories, service desk baselines, configuration management logs, and shift handoff documentation.
- Recommending and implementing continuous process improvements to enhance service desk efficiency and customer support workflows.
- High School Diploma or GED with 5 years of progressively responsible experience in IT service desk or desktop support operations.
- OR an associate’s degree and 3 or more years of relevant experience
- OR a bachelor’s degree in Computer Science, Information Technology, or a related field with 1 years of relevant experience
- Proven experience providing technical desktop support, IT helpdesk troubleshooting, and hardware maintenance in an enterprise environment.
- Strong background in Active Directory administration, Windows operating systems, peripheral device configuration, and ticketing systems (e.g., ServiceNow, Remedy).
- IAT Level II Certification for example: CompTIA Security
- AZ-104 or MD-102 (obtained within 3 months of starting)
- Relevant professional certifications such as CompTIA Security , CompTIA A , CompTIA Network , or ITIL Foundation.
- Prior experience supporting U.S. Military Command operations, Joint Operations Centers (JOC), or Combatant Command watch floor environments.
- Familiarity with C4I system workstations, DoD STIG baseline compliance, and secure VDI desktop environments.
- Demonstrated ability to collaborate effectively across multi-disciplinary teams in high-stress, fast-paced 24/7 operational settings.
- Must hold a current/active top secret security clearance.
- Must be eligible to obtain a TS/SCI clearance.
- Must be able to remain in a stationary position 50%.
- Needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
- Frequently communicates with co-workers, management, and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations.