What are the responsibilities and job description for the Support Officers position at ManTech?
ManTech is seeking a motivated, career and customer-oriented Enterprise IT Support Officer – Location Support Center to join our team in Tysons, VA.Responsibilities include, but are not limited to : Incident Response : Using ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demands.Analyzing, troubleshooting, designing, and implementing fixesProviding 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.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.Special non-commercial systems administrator experience (access management / file transfer) may be required.Deskside Support : Using ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demands.Analyzing, troubleshooting, designing, and implementing fixesProviding 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.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.All Roles : Local travel may be required between customer buildings or temporary assignment to an alternate location in support of special projects.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.Hours of Coverage : Member of a team comprised of a variety of skills that provide coverage from 6 : 00 a.m. – 6 : 00 p.m. Opportunities exist to provide 24x7 coverage.Required shift is 8 : 30AM – 5 : 00PM with the flex to cover until 6 : 00PM when required.Support may be required outside of core hours based on customer & mission needs.Required Qualifications : 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.Experience resolving technical problems and answering queries by telephone or self-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.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.Experience providing technical support for Windows 10, Microsoft Office 2016 or later, multiple web browsers, and standard business applications used within a business environment.Knowledge of Windows Active Directory.Knowledge of multiple desktop programs, configuration and debugging techniques.Experience with VoIP.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 2 or more years of experiences, or a combination of education and work experience equivalent to 6 or more years.Local travel between Tysons, McLean and Bethesda is required on an as needed basis for coverage. Home location is Tysons.Preferred Qualifications : Component Mission Administrator (CMA) CertificationRelated work experience in a technical help desk position, to include Active Directory.Special non-commercial systems administrator experience (access management / file transfer).IAT Level II certification.Experience with ServiceNow ITSM & ITBM.Prior experience managing projects from low-mid complexity.ITIL® v4 Foundation, or higher, certification.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 equipment and cabling, including under the desks, while moving floor tiles, and in server closets, some of which may be confined spaces.Able to operate 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 50 pounds or more, some equipment may require team-lift or the use of carts.Ascends / descends a ladder, 10 feet high while pulling cables and adjusting equipment.
