Enterprise IT Support Officer - Location Support Center

Company: ManTech
Location: Chantilly
Posted on: February 1, 2025

Job Description:

ManTech is seeking a motivated, career and customer-oriented Enterprise Support Officer (EITSO) - Location Support Center (LSC) to join our team in Chantilly, 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 fixes - -
• 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.
• 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 fixes -
  • 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.
  • 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.
      • Support may be required outside of core hours based on customer & mission needs.Basic 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 years of experience, or a combination of education and work experience equivalent to 6 years.Preferred Qualifications:
          • Component Mission Administrator (CMA) Certification
          • Related 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.

Keywords: ManTech, Harrisonburg , Enterprise IT Support Officer - Location Support Center, Other , Chantilly, Virginia