Enterprise IT Support Officer (EITSO) - Location Support Center (LSC) - ManTech
Warrenton, VA
About the Job
ManTech is seeking a motivated, career and customer-oriented Enterprise IT Support Officer (EITSO) - Location Support Team (LSC) to join our team in Warrenton, VA. Responsibilities include, but are not limited to: Incident Response:
*Using ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demands.
*Analyzing, troubleshooting, designing, and implementing fixes
*Providing basic user training in support of off-the-shelf applications and office products as well as some custom tools, depending on the office being supported.
*Performing remote desktop triage and system repair using remote tools.
*Answering questions regarding system procedures, online transactions, systems status, and downtime procedures.
*Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems.
*Special non-commercial systems administrator experience (access management/file transfer) may be required. Deskside Support:
*Using ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demands.
*Analyzing, troubleshooting, designing, and implementing fixes
*Providing basic user training in support of off-the-shelf applications and office products as well as some custom tools, depending on the office being supported.
*Answering questions regarding system procedures, online transactions, systems status, and downtime procedures.
*Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems. All Roles:
*Local travel may be required between customer buildings or temporary assignment to an alternate location in support of special projects.
*Maintaining and updating records and tracking databases.
*Answering questions regarding system procedures, online transactions, systems status, and downtime procedures.
*Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems.
*Using best practices and knowledge of internal or external business issues to improve products or services.
*Meeting contractual performance criteria. Hours of Coverage:
*Member of a team comprised of a variety of skills that provide coverage from 6:00 a.m. - 6:00 p.m.
*Support may be required outside of core hours based on customer & mission needs.
*Shift for this position is Mon-Fri 9:30AM-6:00PM Basic Qualifications:
*Strong communication skills due to variety of groups to be working with, such as co-workers, management, and customers; must be able to exchange accurate information.
*Experience resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems.
*Self-motivated, organized, with excellent interpersonal, written, and verbal communication skills.
*Ability to embrace diverse technical disciplines and excellent customer service skills.
*Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the job.
*Demonstrated problem solving and technical skills to resolve critical IT issues.
*Expertise, training, and actual work experience with customer specific, systems and technologies.
*Must be a self-starter, work independently, and work with a clear and defined mission.
*Experience providing technical support for Windows 10, Microsoft Office 2016 or later, multiple web browsers, and standard business applications used within a business environment.
*Knowledge of Windows Active Directory.
*Knowledge of multiple desktop programs, configuration and debugging techniques.
*Experience with VoIP.
*Experience with TCP/IP and general networking issues.
*Experience with virus scanning services; Desktop, stand-alone and laptop computing services.
*Experience with servers, printers, and peripheral devices.
*BA/BS and 7 years of experiences, or a combination of education and work experience equivalent to 9 years. Preferred Qualifications:
*Related work experience in a technical help desk position.
*Special non-commercial systems administrator experience (access management/file transfer).
*IAT Level II certification.
*Experience with ServiceNow ITSM & ITBM.
*Prior experience managing projects from low-mid complexity.
*ITIL® v4 Foundation, or higher, certification. Security Clearance Requirements:
*Current/active TS/SCI with Polygraph. Physical Requirements:
*Must be able to remain in a stationary position 50%.
*Must be able to move/traverse within and between buildings and offices.
*Must be able to position self to maintain equipment and cabling, including under the desks, while moving floor tiles, and in server closets, some of which may be confined spaces.
*Able to operate a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.
*Must be able to move Audio/Visual or Computer equipment weighing 50 pounds or more, some equipment may require team-lift or the use of carts.
*Ascends/descends a ladder, 10 feet high while pulling cables and adjusting equipment.
*Using ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demands.
*Analyzing, troubleshooting, designing, and implementing fixes
*Providing basic user training in support of off-the-shelf applications and office products as well as some custom tools, depending on the office being supported.
*Performing remote desktop triage and system repair using remote tools.
*Answering questions regarding system procedures, online transactions, systems status, and downtime procedures.
*Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems.
*Special non-commercial systems administrator experience (access management/file transfer) may be required. Deskside Support:
*Using ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demands.
*Analyzing, troubleshooting, designing, and implementing fixes
*Providing basic user training in support of off-the-shelf applications and office products as well as some custom tools, depending on the office being supported.
*Answering questions regarding system procedures, online transactions, systems status, and downtime procedures.
*Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems. All Roles:
*Local travel may be required between customer buildings or temporary assignment to an alternate location in support of special projects.
*Maintaining and updating records and tracking databases.
*Answering questions regarding system procedures, online transactions, systems status, and downtime procedures.
*Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems.
*Using best practices and knowledge of internal or external business issues to improve products or services.
*Meeting contractual performance criteria. Hours of Coverage:
*Member of a team comprised of a variety of skills that provide coverage from 6:00 a.m. - 6:00 p.m.
*Support may be required outside of core hours based on customer & mission needs.
*Shift for this position is Mon-Fri 9:30AM-6:00PM Basic Qualifications:
*Strong communication skills due to variety of groups to be working with, such as co-workers, management, and customers; must be able to exchange accurate information.
*Experience resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems.
*Self-motivated, organized, with excellent interpersonal, written, and verbal communication skills.
*Ability to embrace diverse technical disciplines and excellent customer service skills.
*Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the job.
*Demonstrated problem solving and technical skills to resolve critical IT issues.
*Expertise, training, and actual work experience with customer specific, systems and technologies.
*Must be a self-starter, work independently, and work with a clear and defined mission.
*Experience providing technical support for Windows 10, Microsoft Office 2016 or later, multiple web browsers, and standard business applications used within a business environment.
*Knowledge of Windows Active Directory.
*Knowledge of multiple desktop programs, configuration and debugging techniques.
*Experience with VoIP.
*Experience with TCP/IP and general networking issues.
*Experience with virus scanning services; Desktop, stand-alone and laptop computing services.
*Experience with servers, printers, and peripheral devices.
*BA/BS and 7 years of experiences, or a combination of education and work experience equivalent to 9 years. Preferred Qualifications:
*Related work experience in a technical help desk position.
*Special non-commercial systems administrator experience (access management/file transfer).
*IAT Level II certification.
*Experience with ServiceNow ITSM & ITBM.
*Prior experience managing projects from low-mid complexity.
*ITIL® v4 Foundation, or higher, certification. Security Clearance Requirements:
*Current/active TS/SCI with Polygraph. Physical Requirements:
*Must be able to remain in a stationary position 50%.
*Must be able to move/traverse within and between buildings and offices.
*Must be able to position self to maintain equipment and cabling, including under the desks, while moving floor tiles, and in server closets, some of which may be confined spaces.
*Able to operate a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.
*Must be able to move Audio/Visual or Computer equipment weighing 50 pounds or more, some equipment may require team-lift or the use of carts.
*Ascends/descends a ladder, 10 feet high while pulling cables and adjusting equipment.
Source : ManTech