Technical Support Representative

ManTech seeks a motivated, career and customer-oriented Technical Support Represenative I to join our team in Altadena, CA. This is a hybrid position. Expanded telework options may be available depending on location or on a case-by-case basis.

Responsibilities include, but are not limited to:

• Provide Tier I contact and incident resolution to customers with hardware, software, and application problems
• Provides remote phone, email and chat troubleshooting support for application, desktop, network and mobile device issues (incidents), as well as customer requests (i.e. password resets), and record all information accurately in the Service Now CRM ticketing tool. May also make outboard service calls to potential customers
• When new solutions are derived to resolve issues, Tier 1 agents will provide documentation to Service Desk leadership and Knowledge Managers to have new Knowledgebase articles created. Install system wide software and assist with fine-tuning system performance
• Act as a single point of contact for existing incident and requests
• Identify process and procedures which need to be corrected or added to the Knowledge base
• Manage time and workload to meet predetermined service levels
• Provide polite and friendly customer service

Minimum Qualifications:

• A Bachelor's degree in a relevant technical field or equivalent with 3 years of related technical support and/or systems experience or a High School diploma and 7 years of relevant experience
• Working knowledge of computers, printers, laptops, and common Windows and MacOS applications in a Windows and MacOS environment
• Large Enterprise-level IT experience in supporting multiple Operating Systems and environments
• Minimum of 1 years’ experience working in a Tier I capacity
• The ability to navigate and explain complex solutions to customers over the phone
• Exceptional attention to detail

Preferred Qualifications:

• Experience using ServiceNow as a CRM
• Experience working with an ITSM platform (SNOW preferred)

Clearance Requirements:

• Must be a US Citizen and be able to obtain and maintain a Public Trust

Physical Requirements:

• Sedentary work that primarily involves sitting/standing/walking/Talking and must be able to remain in a stationary position 50%
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Requires frequent communication with co-workers, management, and customers.
• Must be able to lift and move hardware weighing up to 50 pounds