Mantech

ManTech seeks a motivated, career and customer-oriented Enterprise IT Support Officer (EITSO) – Remote Support to join our team in McLean, VA. In this role, you will use processes to streamline the receipt, triage, categorization, action, and resolution for all incoming incidents, requests, and demands. You and your team provide daily support to the IT infrastructure and mission applications, including Tiers 0–2, which includes problem recognition, research, isolation, resolution, and follow-up steps.  

Responsibilities include, but are not limited to:

• Using ITIL-based processes to streamline the ingestion, triage, categorization, action, and resolution for incoming incidents, requests, and demands.

• Analyzing, troubleshooting, designing, and implementing fixes with minimal escalation to Tier 3 support.

• Providing basic user training in support of off-the-shelf applications and office products.

• 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 activities (access management/file transfer) may be required.

Minimum Qualifications:

• Bachelor’s Degree and 2 or more years of experience, or a combination of education and work experience equivalent to 6 or more years.

• Resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems.

• Knowledge of Windows Active Directory, multiple desktop programs, configuration and debugging techniques.

• Experience providing technical support for Windows 10, Microsoft Office 2016 or later, multiple internet browsers, and standard business applications used within a business environment.

• 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.

Preferred Qualifications:

• Related work experience in a technical help desk position. 

• Special non-commercial systems administrator experience (access management/file transfer).

• Experience with ServiceNow ITSM & ITBM.

• 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. 

• Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the job.

Clearance Requirements:

• Must have a current/active TS/SCI with Polygraph.

Physical Requirements:

• Must be able to remain in a stationary position at least 50% of the time. Constantly operate a computer, phone, and other office equipment for extended periods of time. Occasionally move about inside the office to access file cabinets, office machinery, or to communicate with co-workers, management, and customers.

Hours of coverage:

• Team does provide 24x7 support, to include holidays.   

• Identified shift for position: 8:00AM – 4:40PM Mon-Fri