Help Desk Analyst - ManTech
Fort Meade, MD
About the Job
Description & Requirements
ManTech is seeking a motivated, career and customer-oriented Help Desk Analyst to join our team in Fort Meade, MD .
Responsibilities include but are not limited to:
+ Monitors the DoD Cyber Exchange (DCE) Help Desk (HD) email inbox during normal working hours.
+ Responds directly to inquiries received in the DCE HD email inbox unless additional elevated support is necessary IAW Standard Operating Procedures (SOP).
+ Elevates DCE HD email inquiries to the proper group(s) or individual(s) which are beyond the scope of the HD Manager IAW SOP.
+ Tracks all outstanding DCE HD email inquiries until resolved.
+ Maintains an organizational repository for filing DCE HD email correspondence for reporting and for future reference IAW SOP.
+ Coordinates content change requests received with the DCE Web Design Lead for proper assignment to Content Managers.
+ Utilizes SharePoint Online and the DCE Automated Content Management System (ACMS) to assign and monitor content change requests received.
+ Pulls various metrics from the organizational repository and available tools (i.e., ACMS, Matomo, etc.) for use in various reports.
+ Supports the DCE Team with various Program related projects and activities (i.e., quality control checks of content and site(s); validating site availability; etc.)
+ Completes assigned Government mandatory training requirements.
+ Must be able to travel to Fort Meade, MD or Letterkenny Army Depot Chambersburg, PA for site and system access – can range from one to two days per week but varies and is typically no more than two days per week.
Minimum Qualifications:
+ Bachelor's Degree required - a concentration in Computer Science, Information Technology, or another technical area is preferred.
+ Minimum of 2 years of experience in information technology or a related field.
+ Minimum of 2 years of knowledge in Office 365 specifically SharePoint Online.
+ At least 1 year of DoD experience.
+ Must be familiar with help desk ticket applications.
+ DoD 8570.1M relevant security certification (i.e., Security + or equivalent) required or ability to obtain within 90 days of hiring.
Preferred Qualifications:
+ Excellent written and oral communication skills.
+ Strong documentation skills, including the ability to present task related decisions and processes.
+ Client facing communication experience preferred.
Clearance Requirements:
+ Must have an active Secret security clearance
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.
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 (703) 218-6000. 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 https://mantech.avature.net/en_US/careers (https://sandboxmantech1.avature.net/en_US/careers) as a result of your disability. To request an accommodation please click careers@mantech.com and provide your name and contact information.
ManTech is seeking a motivated, career and customer-oriented Help Desk Analyst to join our team in Fort Meade, MD .
Responsibilities include but are not limited to:
+ Monitors the DoD Cyber Exchange (DCE) Help Desk (HD) email inbox during normal working hours.
+ Responds directly to inquiries received in the DCE HD email inbox unless additional elevated support is necessary IAW Standard Operating Procedures (SOP).
+ Elevates DCE HD email inquiries to the proper group(s) or individual(s) which are beyond the scope of the HD Manager IAW SOP.
+ Tracks all outstanding DCE HD email inquiries until resolved.
+ Maintains an organizational repository for filing DCE HD email correspondence for reporting and for future reference IAW SOP.
+ Coordinates content change requests received with the DCE Web Design Lead for proper assignment to Content Managers.
+ Utilizes SharePoint Online and the DCE Automated Content Management System (ACMS) to assign and monitor content change requests received.
+ Pulls various metrics from the organizational repository and available tools (i.e., ACMS, Matomo, etc.) for use in various reports.
+ Supports the DCE Team with various Program related projects and activities (i.e., quality control checks of content and site(s); validating site availability; etc.)
+ Completes assigned Government mandatory training requirements.
+ Must be able to travel to Fort Meade, MD or Letterkenny Army Depot Chambersburg, PA for site and system access – can range from one to two days per week but varies and is typically no more than two days per week.
Minimum Qualifications:
+ Bachelor's Degree required - a concentration in Computer Science, Information Technology, or another technical area is preferred.
+ Minimum of 2 years of experience in information technology or a related field.
+ Minimum of 2 years of knowledge in Office 365 specifically SharePoint Online.
+ At least 1 year of DoD experience.
+ Must be familiar with help desk ticket applications.
+ DoD 8570.1M relevant security certification (i.e., Security + or equivalent) required or ability to obtain within 90 days of hiring.
Preferred Qualifications:
+ Excellent written and oral communication skills.
+ Strong documentation skills, including the ability to present task related decisions and processes.
+ Client facing communication experience preferred.
Clearance Requirements:
+ Must have an active Secret security clearance
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.
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 (703) 218-6000. 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 https://mantech.avature.net/en_US/careers (https://sandboxmantech1.avature.net/en_US/careers) as a result of your disability. To request an accommodation please click careers@mantech.com and provide your name and contact information.
Source : ManTech
