Mantech

ManTech is seeking a motivated, career and customer-oriented IT Service Desk Specialist II 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
• 3+ 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
• Ability to handle stress and work well under pressure
• Ability to use PC, Analytical and Critical Thinking Skills
• Interpersonal and People Skills, Listening Skills,  Multi-Tasking Ability
• Excellent Oral and Written Communication Skills

Preferred Qualifications:

• 5+ years of experience working in a Tier II/ III capacity
• Experience using ServiceNow (SNow) as a CRM
• Be able to navigate and explain complex solutions to customers over the phone
• Minimum of 5 years of experience working with an ITSM platform (SNOW preferred)

Clearance Requirements:

• U.S. citizenship
• Ability to obtain and maintain a Public Trust clearance

Physical Requirements:

• Onsite required for trainings, meetings, performance or as needed
• Work hours when in the office: 10am - 7pm PST, Monday-Friday. Subject to change as needed.
• Ability 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/ virtual communication, which may involve delivering presentations
• ​Moving about to accomplish tasks or moving from one work site to another
• Frequently communicates with co-workers, management, and customers
• Working with computers
• Must be able to lift and move hardware weighing up to 50 pounds