"Alerted.org

MANTECH** seeks a motivated, career and customer-oriented **Journeyman Enterprise Service Desk Technician** to join our team in **Doral, Florida.

Responsibilities include but are not limited to:

+ Provide advanced technical support to end users, resolving complex hardware, software, and network issues.

+ Serve as an escalation point for Junior Technicians, providing technical mentorship and guidance.

+ Possess strong knowledge of enterprise systems and applications, often specializing in a specific area.

+ Contribute to the development and maintenance of knowledgebase articles and training materials.

+ Lead small projects or initiatives to improve Enterprise Service Desk processes, under the guidance of senior Technicians.

+ Analyze trends in support requests to identify recurring issues and recommend solutions.

+ Demonstrate excellent communication and interpersonal skills and build strong relationships with users and stakeholders.

+ Stay up to date with the latest technologies and industry best practices, expanding their technical skills and knowledge.

Minimum Qualifications:

+ HS diploma; a candidate holding a relevant Bachelor's degree may be granted 2 years’ experience credit for education.

+ 4+ years of experience with 2+ years of position-specific relevant experience.

+ Proven experience in troubleshooting and resolving hardware (desktops, laptops, peripherals), software (Windows OS, Office 365, common applications), and network (basic connectivity) issues.

+ Working knowledge of Active Directory for user account management.

+ Experience with ticketing systems (e.g., ServiceNow, Jira Service Management, Zendesk) for incident and service request management.

+ Experience with remote desktop support tools (e.g., TeamViewer, Remote Desktop, AnyDesk).

+ Experience working within SLA guidelines

Desired Qualifications:

+ Bachelor’s degree in information technology, computer science, or a related field.

+ Experience in IT service management and ITIL-informed processes. Knowledge of ITSM tools such as ServiceNow and Jira.

+ Experience with mobile device management (MDM) systems and knowledge of scripting languages (e.g., PowerShell).

+ Experience with cloud-based services (e.g., Azure, AWS), VoIP phone systems, and contributing to the development and improvement of support processes.

+ Experience in creating and maintaining knowledgebase articles and user training documentation and delivery.

+ ITIL Foundation certificate, Cisco Certified Network Associate (CCNA), CompTIA A+, Network+, Microsoft Certified Desktop Support Technician (MCDST) or similar certifications.

+ Experience at a DoD Combatant Command (e.g., SOUTHCOM, NORTHCOM, CENTCOM, CYBERCOM, INDOPACOM, EUCOM, AFRICOM, STRATCOM, TRANSCOM, SOCOM, SPACECOM) or a component.

Clearance Requirements:

+ Must have an active Secret clearance.

Physical Requirements:

+ Must be able to remain in a stationary position 50%.

+ Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.

+ 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.

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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

If you are a qualified individual with a disability and require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please email us at [email protected] and provide your name and contact information.