- Responsible for providing support to end-user community on difficult hardware, software and network related problems, questions, and use.
- May provide training and guidance to more junior help desk personnel.
- Provides resolutions to out of the ordinary issues for users.
- Ensures problem ownership and promotes end-user satisfaction.
- Closes activities of tickets assigned.
- Responsible for providing in-depth and high level, support to end-user community on hardware, software and network related problems, questions, and use.
- Provides problem resolution to users. Confers with user to determine problem. Ensures problem ownership and promotes end-user satisfaction.
- Preparing and analyzing ticket reports to identify problems, trends, and unique criteria, as required.
- Reviewing analyst ticket queues to facilitate ticket resolution at or exceeding KPI requirements.
- Assigning tickets received from customer self-submission and from other OCIO teams.
- Contributing to and developing knowledge base articles.
- Providing phone, email, chat, and Service-Desk support for end users that are in-office and off-site.
- Documenting customer requests in call tracking system and recording the action(s) taken and follow up on deferred actions.
- Reciting a customer supplied greeting when picking up the phone.
- Updating customers via call or email or chat every 24 hours of progress and status of calls/tickets.
- Resolving incidents on first contact, when an active line of communication is first established with the customer using the supported remote desktop control application.
- Resolving all customer calls/issues within 20 minutes timeframe or escalating the call or ticket to the appropriate queue/group for resolution (Tier 2, Account Administration, Mobile Support, Asset Management, Training Team, A/V Support, Application Services, etc.) while adhering to ISO 20000 and 27001 processes and policies.
- Responding to and diagnosing problems through discussions with users; Includes problem recognition, research, isolation, and resolution steps.
- Providing assistance and participating on new project(s) testing and deployment/delivery.
- Following prescribed guidelines and official SOPs.
- Documenting, updating, and closing tickets.
- A bachelor's degree (in Computer Science or related field) or equivalent
- A minimum of five (5) years of related experience in computer hardware, software, networking systems, and in the set-up, configuration, use, and troubleshooting of computer systems.
- Proficient with ServiceNow
- Must be a U.S. citizen
- Must be able to obtain a Public Trust
- Must be able to be in a stationary position more than 50% of the time
- Must be able to communicate, converse, and exchange information with peers and senior personnel
- Constantly operates a computer and other office productivity machinery, such as a computer
- The person in this position frequently communicates with co-workers, management, and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations
- The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
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Senior Tier 1 Help Desk Support Services Specialist - Glen Burnie, United States - ManTech
Description
Secure our Nation, Ignite your Future
Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ManTech International, you'll help protect our national security while working on innovative projects that offer opportunities for advancement.
Currently, ManTech is seeking a motivated, career and customer-oriented SeniorTier 1 Help Desk Support Services Specialist to join our team in the Herndon, VA . This position supports a 24/7/365 service center. You will have the option of three different shifts (1st, 2nd, and 3rd).
Responsibilities include but are not limited to:
Basic Qualifications:
Preferred Qualifications:
Clearance Requirements:
Physical Requirements:
For all positions requiring access to technology/software source code that is subject to export control laws, employment with the company is contingent on either verifying U.S.-person status or obtaining any necessary license. The applicant will be required to answer certain questions for export control purposes, and that information will be reviewed by compliance personnel to ensure compliance with federal law. ManTech may choose not to apply for a license for such individuals whose access to export-controlled technology or software source code may require authorization and may decline to proceed with an applicant on that basis alone.
ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.
If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech's Corporate EEO Department at ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged to apply. ManTech's utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies. ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services.
If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access as a result of your disability. To request an accommodation please click and provide your name and contact information.
