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Service Desk Technician
ManTech International
McLean, USA
Full-time
Entry · 2+ years experience
Onsite
USD 75500-125600 yearly / year
Discovered 2 days ago
ITILWindowsActive DirectoryTCP/IPMicrosoft 365ServiceNow ITSM
Free
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ITILWindowsActive Directory
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ITILWindowsActive DirectoryTCP/IPMicrosoft 365ServiceNow ITSM
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Description & Requirements
- MANTECH seeks a motivated, career-oriented, and customer-focused Service Desk Technician to join our team in McLean, VA . In this role, you will provide Level 1 IT support and customer service in a dynamic mission environment, serving as a front-facing member of the service desk team. You will assist walk-in users, manage incident tickets, troubleshoot hardware, software, account access, and network issues, and support first-time logins and other user needs.
Responsibilities include, but are not limited to
- Deliver end-to-end incident response and customer support by following ITIL processes, performing remote triage, resolving hardware/software/network issues, and escalating complex cases when needed.
- Serve as the front-facing IT support representative, assisting walk-in users and phone inquiries while providing professional, timely, and effective customer service and directing requests to the appropriate IT team as needed.
- Manage and monitor the incident ticket queue, providing Level 1 support for first-time logins, password and access issues, account setup, and other incidents; troubleshoot, document, prioritize, resolve, and escalate issues in accordance with service-level expectations.
- Troubleshoot Windows Active Directory, Microsoft Office, business applications, web browsers, and network connectivity, restoring services, identifying root causes, maintaining accurate records, and communicating system procedures, outages, and service-restoration updates to users.
- Serve as a Data Transfer Officer (DTO), supporting the secure transfer, receipt, handling, tracking, and accountability of authorized data and information in accordance with established policies and procedures.
- Travel locally between customer buildings and support temporary assignments as required.
- Work scheduled shift from 6:00 AM to 2:30 PM as part of a team providing coverage between 6:00 AM and 6:00 PM. Shift may vary based on support required.
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