Mantech

MANTECH seeks a motivated, career- and customer-oriented Tier 1 Service Desk Specialist to join our team in Altadena, CA.

Responsibilities include but are not limited to:

• Provide Tier-1 IT support in a heterogeneous environment (Windows, Mac, and limited Linux), focusing on issue resolution and customer satisfaction

• Provides basic application and/or hardware support to Service Desk callers to include provide callers with solutions at the level provided in the Knowledge Base (KB) answering calls and escalating calls to the appropriate support team in the event they are unable to resolve; provides support for more complex issues and/or subject matter expertise on application software and/or hardware and may include an escalation of the Service Desk (SD) call to other JPL IT service providers.

• Troubleshoot a wide range of technical problems related to hardware, software, networking, and mobile devices ensuring and verifying device functionality and service availability

• Ensure end-to-end problem ownership and deliver high-quality, responsive customer service

• Create and maintain an incident ticket and maintain accurate support records and manage incident tickets using ServiceNow

• Perform assigned duties that may involve physical tasks or require specific abilities

• Communicate effectively with users and team members to exchange technical information

Minimum Qualifications

• A bachelor’s degree in a technical field and at least three years of relevant or an associate’s degree in a technical field and at least one year of experience is required. An additional four years of experience may be substituted in lieu of a degree.

• Strong organizational abilities, good attention to detail Skillset

• Must be articulate and speak clearly on the phone

Clearance Requirements

• Must be a U.S. citizen and be willing and able to obtain a Public Trust prior to starting this position.

Physical Requirements

• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, or to communicate with co-workers, management, and customers, which may involve delivering presentations.