Service Desk Specialist

MANTECH seeks a motivated, career and customer-oriented Service Desk Specialist to join our team in Chantilly, VA.

Responsibilities include, but are not limited to:

• The Service Desk Specialists are the Tier 1 team members of an Information Technology (IT) Enterprise Service desk responsible for the IT-related service requests, and the service incidents and problems for the customers IT business and mission-focus enterprise systems.

• The Service Desk Specialist will be directly responsible for receiving, prioritizing, documenting, and actively resolving end-user submitted requests. Specialists will use common IT skills and tools to provide hands on troubleshooting assistance at the desktop level.

• The IT Enterprise Service Desk supports a wide array of systems, applications, and services spanning desktop operating systems (OSs), desktop and web-based applications, and unified communications (Video Tele-Conferencing (VTC), Voice over IP (VOIP) phones, etc.).

• Able to learn and troubleshoot and repair/resolve various issues/requests for peripheral devices..

• Knowledgeable with Microsoft Windows 10, basic networking concepts, PC hardware, and COTS software.

• Must be able to work an eight-hour shift. Shift hours for this position are from 10:00 AM until 6:00 PM. Our Service Desk is available 0600 AM until 6:00 PM Monday through Friday.

• Proven excellence in written and verbal communication within a team and with end users, VIPs, team managers, and client managers.

Basic Qualifications:

• Bachelors Degree and at least 1 year of relevant experience. An additional 1 year of experience may be substituted in lieu of degree

• Needs a Security + certification and a corresponding Compute Environment cert for a Microsoft Windows environment such as the CompTIA A+ or a Microsoft Windows certification.

• Able to work directly with customers over the phone - to elicit all necessary details to capture their IT service request, incident, or problem accurately and completely.

• Desirable is Information Technology Infrastructure Library (ITIL) fundamentals.

• Candidates must demonstrate the capability to collaborate and independently learn new technologies to be successful.

Clearance Requirement :

• Must have a current/active Top Secret/SCI and be able to obtain and maintain a polygraph.

Physical Requirements :

• The person in this position must be able to remain in a stationary position 50% of the time. Occasionally move about inside the office to access file cabinets, office machinery, or to communicate with co-workers, management, and customers, via email, phone, and or virtual communication, which may involve delivering presentations.