MANTECH seeks a motivated, career and customer-oriented
Tier-1 Service Desk Specialist/Analyst to join our team in
Altadena, CA.
The Tier-1 Service Desk Specialist/Analyst will leverage their technical background and customer service skills to provide IT support in a heterogeneous environment, to include Windows, Mac, and Linux platforms. You will help resolve a broad range of technical issues for computer and mobile hardware, software, and network systems while ensuring excellent problem ownership and customer satisfaction.
Responsibilities Include But Are Not Limited To
- Providing basic application and hardware support to Service Desk callers, including answering calls and creating or maintaining incident tickets within ServiceNow.
- Resolving technical issues in support of user computer hardware, mobile devices, software, and network-related systems.
- Verifying device functionality and service availability while providing callers with technical solutions based on the Knowledge Base (KB).
- Escalating complex issues to appropriate support teams or other IT service providers when advanced subject matter expertise is required.
- Maintaining and updating accurate records, tracking metrics, and processing documentation to promote end-user satisfaction.
- Performing other operational and technical duties as assigned to support the heterogeneous IT environment.
Minimum Qualifications
- High School Diploma/GED
- 3+ years of related experience in computer hardware, software, networking systems, and troubleshooting.
- Demonstrated experience in the setup, configuration, use, and troubleshooting of diverse computer systems.
- Strong analytical thinking, creativity, and ingenuity in diagnostic and problem-solving processes.
- Exceptional organizational abilities with a sharp attention to detail.
- Proven expertise as a communication expert, with the ability to articulate technical information clearly over the phone.
Preferred Qualifications
- Bachelor's Degree in Computer Science or a related technical field.
- Experience supporting a heterogeneous environment containing Windows, Mac, and Linux operating systems.
- Experience utilizing ServiceNow or similar enterprise ticketing and incident management systems.
Clearance Requirements
- Must be a U.S. citizen with the ability to obtain and maintain a Public Trust clearance.
Physical Requirements
- Must be able to remain in a stationary position 50% of the time.
- 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.
