Tier 2 Service Desk Specialist

MANTECH seeks a motivated, career and customer-oriented Tier 2 Service Desk Specialist to join our team in Altadena, CA.

Become an integral part of a diverse team while working at an industry Leading Organization, where our employees come first. At MANTECH International Corporation, you'll help protect our national security while working on innovative projects that offer opportunities for advancement.

Responsibilities include but are not limited to:

• Provide IT support in a heterogenous environment (servers, mainframes, Windows, Mac and "some" Linux)
• Answers questions regarding system procedures, online transactions, system status and downtime procedures and is typically located within a call center
• Resolve a broad range of technical issues in support of customers' computer and mobile hardware, software and network related issues
• Maintain and updates records and tickets using ServiceNow
• Coordinates with Leads and other technical personnel in solving technical problems, gathering information, troubleshooting tickets, and reporting possible outages
• Provides basic application and/or hardware support to Service Desk callers. Such support is characterized by action that includes at minimum, the following: answering calls; escalating calls to the appropriate support team in the event they are unable to resolve
• Solves standard problems by analyzing possible solutions using experience, judgement, and precedence

Minimum Qualifications:

• High school diploma or GED equivalent
• 3+ years of related experience in computer hardware, software, networking systems, and in the set-up, configuration, use, and troubleshooting of computers systems

Preferred Qualifications:

• Bachelor's degree
• Experience collaborating effectively with other IT analysts to document tickets, report outages, and assist with end-user's needs

Clearance:

• Must have an active Public Trust level of clearance

Physical Requirements:

• Must be able to remain in a stationary position 50%.
• Needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, machine and computer printer.
• Frequently communicates with co-workers, management and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations.