Tier 1 Service Desk Specialist role supporting an enterprise IT service desk, handling end-user incidents/requests with hands-on desktop troubleshooting. You’ll join MANTECH, a government-focused technology and services contractor, onsite in Chantilly, VA. Standout requirement/perk: active TS/SCI with ability to obtain/maintain a polygraph.
- Onsite Chantilly, VA role
- Fixed shift 10am–6pm
- Work on enterprise mission systems
MANTECH seeks a motivated, career and customer-oriented Service Desk Specialist to join our team in Chantilly, VA.
Responsibilities include, but are not limited to:
The Service Desk Specialists are the Tier 1 team members of an Information Technology (IT) Enterprise Service desk responsible for the IT-related service requests, and the service incidents and problems for the customer’s IT business and mission-focus enterprise systems.
The Service Desk Specialist will be directly responsible for receiving, prioritizing, documenting, and actively resolving end-user submitted requests. Specialists will use common IT skills and tools to provide “hands on” troubleshooting assistance at the desktop level.
The IT Enterprise Service Desk supports a wide array of systems, applications, and services spanning desktop operating systems (OSs), desktop and web-based applications, and unified communications (Video Tele-Conferencing (VTC), Voice over IP (VOIP) phones, etc.).
Able to learn and troubleshoot and repair/resolve various issues/requests for peripheral devices..
Knowledgeable with Microsoft Windows 10, basic networking concepts, PC hardware, and COTS software.
Must be able to work an eight-hour shift. Shift hours for this position are from 10:00 AM until 6:00 PM. Our Service Desk is available 0600 AM until 6:00 PM Monday through Friday.
Proven excellence in written and verbal communication within a team and with end users, VIPs, team managers, and client managers.
Basic Qualifications:
Bachelor’s Degree and at least 1 year of relevant experience. An additional 1 year of experience may be substituted in lieu of degree
Needs a Security + certification and a corresponding Compute Environment cert for a Microsoft Windows environment such as the CompTIA A+ or a Microsoft Windows certification.
Able to work directly with customers – over the phone - to elicit all necessary details to capture their IT service request, incident, or problem accurately and completely.
Desirable is Information Technology Infrastructure Library (ITIL) fundamentals.
Candidates must demonstrate the capability to collaborate and independently learn new technologies to be successful.
Clearance Requirement:
Must have a current/active Top Secret/SCI and be able to obtain and maintain a polygraph.
Physical Requirements:
The person in this position must be able 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, and or virtual communication, which may involve delivering presentations.