Location: Washington,DC, USA
Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ManTech International, you'll help protect our national security while working on innovative projects that offer opportunities for advancement.
Currently, ManTech is seeking a motivated, career and customer-oriented **Service Desk Specialist Journeyman- Tier 3** to join our team in Washington, DC. This position typically supports a shift from either 7:00am - 3:30pm or 9:30am - 6:00pm.
**Responsibilities include but are not limited to:**
+ Responsible for providing support to end-user community on hardware, software and network related problems, questions, and use.
+ Provides resolutions to out of the ordinary issues for users. If unable to diagnose problem, will work with Help Desk Management to diagnose and resolve problem.
+ Responds to tier two and higher trouble tickets.
+ Ensures problem ownership and promotes end-user satisfaction.
+ Closes activities of tickets assigned.
+ Provide mentorship and technical guidance and training to junior Tier 3 staff.
+ Manage, troubleshoot, and resolve issues with printers, desktops, laptops, MS Surface Hubs, and Avocor collaboration tools.
+ Deploy system patches to resolve vulnerabilities within required time periods.
+ Create and update workstation OS images.
+ Implement and maintain group policy and STIGs for enterprise endpoints.
+ Provide technical guidance and knowledge base articles / content to Tier 1 and Tier 2 teams
**Basic Qualifications:**
+ A bachelor's degree (in Computer Science or related field) or equivalent
+ A minimum of two (2) years of related experience in computer hardware, software, networking systems, and in the set-up, configuration, use, and troubleshooting of computer systems.
+ Demonstrated experience resolving complex issues with printers, desktops, laptops, and other enterprise hardware.
+ Demonstrated experience managing, testing, and deploying security patches and COTS software updates.
+ Demonstrated experience managing, testing, and implementing group policy and STIGs.
**Preferred Qualifications:**
+ Proficient with ServiceNow
**Clearance Requirements:**
+ Must be a U.S. citizen
+ Must be able to obtain a Public Trust
**Physical Requirements:**
+ Must be able to be in a stationary position more than 50% of the time
+ Must be able to communicate, converse, and exchange information with peers and senior personnel
+ Constantly operates a computer and other office productivity machinery, such as a computer
+ 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
+ The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.