ManTech is seeking a motivated, career and customer-oriented IT Service Desk Specialist - Tier 2 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 II contact and incident resolution to customers with hardware, software, and application problems.Responsible for providing the first-line of customer support of hardware, systems, sub-systems and/or applications for customers and/or employees
Answer questions about installation, operation, configuration, customization, and usage of assigned products
Apply diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures
Typically provides customer support for internal and external customers
Responsible for ensuring customer satisfaction by resolving technical issues and ensuring end-user needs are met
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
Strong written and verbal communication skills
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
Attention to detail and a can-do attitude
Provide polite and friendly customer service
Minimum Qualifications:
Bachelor's degree in a relevant technical field or equivalent. An additional 3 years of relevant experience may be considered in lieu of degree
2+ years of related technical support and/or systems experience
Working knowledge of computers, printers, laptops, and common Windows applications in a Windows environment.
Large Enterprise-level IT experience in supporting multiple Operating Systems and environments
Interpersonal and People Skills, Listening Skills, Multi-Tasking Ability
Excellent Oral and Written Communication Skills
Preferred Qualifications:
Minimum of 10 years’ experience working in a Tier III capacity
Experience using ServiceNow as a CRM
Be able to navigate and explain complex solutions to customers over the phone
Minimum of 5 years’ experience working with an ITSM platform (SNOW preferred)
Clearance Requirements:
U.S. citizenship
Ability to obtain and maintain a Public Trust clearance
Physical Requirements:
Sedentary work that primarily involves sitting/standing/walking/Talking and must be able to remain in a stationary position 50%.
Moving about to accomplish tasks or moving from one work site to another.
The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
Requires frequently communicates with co-workers, management, and customers.
Communicating with others to exchange information.
Working with computers.
Must be able to lift and move hardware weighing up to 50 pounds.
