Mantech

ManTech is seeking an Information Technology Service Lead in support of a government contract for wargaming in Quantico, Va. 

General Responsibilities:

• Assist in administering and maintaining Windows servers, Windows Workstations, Virtual Machines, and other critical systems
• Ability to use Service Manager, Remedy, ServiceNow, or other ticketing system to create, monitor, respond, update, and close tickets related to enterprise services
• Diagnose and resolve technical hardware and software issues by conducting basic and tier II troubleshooting for servers, workstations, and applications within the Active Directory environment providing first call resolution to incident reports and requests for service.
• Open an incident response ticket for all incidents and open a service ticket for all service requests. Monitor all tickets from creation to resolution to closure
• Assist and support with account creations, resetting passwords, troubleshooting system and network problems, installation of hardware and workstations, unlocking accounts, and transferring data
• Brief leadership on the health of systems, individual and/or enterprise
• Providing user support, guidance, troubleshooting, and training
• Recommending and implementing upgrades, patches, new applications, and new equipment
• Update/Create documentation as needed (user guides, admin guides, knowledge base articles, FAQs, quick reference guides)
• Team lead responsibilities include, but not limited to:
• Act as the ticket queue manager, assigning tickets respectively and work with the PM to develop metrics and dashboards to report statistics to leadership
• Senior Team leader who is responsible to train new teammates and mentor current team
• Liaison between team and external organizations
• Create and maintain documentation such as SOPs, KBs, quick reference guides, configuration audits, daily system check, etc…
• Other duties as required

Minimum Qualifications:

• Meet DoD 8570 IAT Level II requirements (for example, must have and maintain active Security + CE, Microsoft certificate)
• Bachelor’s degree and at least 7 years’ experience with 1 - 3 years’ experience in Information Technology Support Desk/tier 2 help-desk operations and 1 year experience as a lead/Senior Technician
• Set-up, configuration, and support of internal and external networks
• Identifying and analyzing systems requirements
• Developing and maintaining system applications/security/network configurations
• Troubleshooting network performances issues
• Providing user support, guidance, troubleshooting, and training
• Recommending and implementing upgrades, patches, new applications, and new equipment
• Developing and maintaining disaster recovery solution and documentation
• Ensure proper documentation, coordination, and maintenance of multiple systems
• PowerShell scripting using any/all the respective plugins related to the applicable technologies
• Working knowledge of DoD STIGs related to the applicable technologies and how to implement, mitigate, and write POAM statements
• Respond to, incidents, change requests, and service requests making sure to follow up with the customer to ensure completion

Preferred Skills/Experience:

• Knowledge of standard DoD and Marine Corps concepts, practices, and procedures. Familiarity with Navy/Marine Corps interoperability requirements is preferred
• Working knowledge of SCCM, Active Directory, Group Policy, Linux OS, Networks, MS Exchange, MS Lync, SCCM, Service Manager, MS Hyper-V, MS SQL Server, Networked Printers/Services, Distributed File Services, Data Protection Manager, SMB, JavaScript, SharePoint
• PowerShell and Python scripting experience
• Roaming profiles
• Backup and recovery methods and techniques
• Experience with ServiceNow ITSM
• Experience with Remedy Ticketing System

Clearance Requirements:

• Current DOD Secret Clearance, with ability to acquire TS/SCI

Physical Requirements:

• Must be able to remain in a stationary position 50%