ManTech - Glen Burnie, MD

posted 3 months ago

Full-time - Entry Level
Remote - Glen Burnie, MD
Professional, Scientific, and Technical Services

About the position

The Service Desk Specialist Journeyman - Tier 1 position at ManTech International is a critical role that supports a 24/7 service center, providing essential technical assistance to end-users on hardware, software, and network-related issues. This position emphasizes customer satisfaction and problem resolution, ensuring that user inquiries are addressed promptly and effectively. The role involves working various shifts and requires a proactive approach to troubleshooting and communication with users.

Responsibilities

  • Provide support to end-users on hardware, software, and network-related problems.
  • Resolve out-of-the-ordinary issues for users and collaborate with Help Desk Management when necessary.
  • Ensure problem ownership and promote end-user satisfaction.
  • Close activities of assigned tickets.
  • Provide phone, email, chat, and Service-Desk support for in-office and off-site users.
  • Document customer requests in the call tracking system and record actions taken.
  • Recite a customer-supplied greeting when answering calls.
  • Update customers on the progress and status of calls/tickets every 24 hours.
  • Resolve incidents on first contact using remote desktop control applications.
  • Resolve customer calls/issues within a 20-minute timeframe or escalate as needed.
  • Respond to and diagnose problems through discussions with users, including problem recognition and resolution steps.
  • Assist and participate in new project testing and deployment.
  • Follow prescribed guidelines and official SOPs.
  • Document, update, and close tickets.
  • Triage customer incidents and categorize tickets appropriately.

Requirements

  • Bachelor's degree in Computer Science or related field, or equivalent experience; 6 years of help desk experience in lieu of a degree.
  • Minimum of two years of related experience in computer hardware, software, and networking systems.

Nice-to-haves

  • Proficient with ServiceNow

Benefits

  • Health Insurance
  • Life Insurance
  • Paid Time Off
  • Holiday Pay
  • Short Term and Long Term Disability
  • Retirement and Savings
  • Learning and Development opportunities
  • Wellness programs
  • Other optional benefit elections
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