What are the responsibilities and job description for the Enterprise IT Support Officer (EITSO) - Dedicated Support position at ManTech?
Job Details
ManTech is seeking a motivated, career and customer-oriented Enterprise IT Support Officer (EITSO) to serve on a Dedicated Support Team in McLean, VA.
Responsibilities include, but are not limited to:
Hours of coverage:
Shift coverage required is 8:30AM - 5:00PM Monday - Friday
Basic Qualifications:
Preferred Qualifications:
NOTE : Multiple levels of seniority are available dependent on qualifications/experience.
Security Clearance Requirements:
Physical Requirements:
Responsibilities include, but are not limited to:
- Using ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demands.
- Analyzing, troubleshooting, designing, and implementing fixes without escalating to Tier 3 support.
- Providing basic user training in support of off-the-shelf applications and office products as well as some custom tools, depending on the office being supported.
- Performing remote desktop triage and system repair using remote tools.
- Maintaining and updating records and tracking databases.
- Answering questions regarding system procedures, online transactions, systems status, and downtime procedures.
- Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems.
- Using best practices and knowledge of internal or external business issues to improve products or services.
- Meeting contractual performance criteria.
- Local travel may be required between customer buildings.
- May have supervisory responsibilities.
- Special non-commercial systems administrator experience (access management/file transfer) may be required.
Hours of coverage:
Shift coverage required is 8:30AM - 5:00PM Monday - Friday
Basic Qualifications:
- Component System Administration (CMA) Certification.
- Strong communication skills due to variety of groups to be working with, such as co-workers, management, and customers; must be able to exchange accurate information.
- Knowledge of Windows Active Directory, Data Transfer Requests, PKI Cert Support, New Account Delivery / Support, Password Administration, Multifactor Authentication (MFA) Administration and Workstation Adds / Moves / Changes.
- Resolving technical problems and answering queries by telephone, walk-ins, tickets, or IM service that involve computer hardware, software, network, system/application access, and telecommunications systems.
- Self-motivated, organized, with excellent interpersonal, written, and verbal communication skills.
- Ability to embrace diverse technical disciplines and excellent customer service skills.
- Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the job.
- Attention to detail, leadership, and collaborative and independent work process.
- Demonstrated problem solving and technical skills to resolve critical IT issues.
- Expertise, training, and actual work experience with customer specific, systems and technologies.
- Must be a self-starter, work independently, and work with a clear and defined mission.
- Must demonstrate ability to thrive and succeed in a challenging environment.
- Experience providing technical support for Windows XP, Microsoft Office 2003 or later, Internet Explorer, and business applications used within a business environment.
- Knowledge of multiple desktop programs, configuration and debugging techniques.
- Experience with TCP/IP and general networking issues.
- Experience with virus scanning services; Desktop, stand-alone and laptop computing services.
- Experience with servers, printers, and peripheral devices.
- BA/BS and 7 or more years of experiences, or a combination of education and work experience equivalent to 11or more years.
Preferred Qualifications:
- Related work experience in a technical help desk position.
- Experience with data transfer services.
- IAT Level II certification.
- Experience with ServiceNow ITSM & ITBM.
- Prior experience managing projects from low-mid complexity.
- ITIL v4 Foundation, or higher, certification.
NOTE : Multiple levels of seniority are available dependent on qualifications/experience.
Security Clearance Requirements:
- Current/active TS/SCI with Polygraph.
Physical Requirements:
- Must be able to remain in a stationary position 50%.
- Must be able to move/traverse within and between buildings and offices.
- Must be able to position self to maintain computers, including under the desks and in the server closet.
- Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.
- Must be able to move Audio/Visual or Computer equipment weighing up to 50 pounds.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
