MANTECH
Senior Enterprise Service Desk Technician
- Compensation
- Not disclosed
- Location
- Not listed
- Work setup
- Not specified
- Seniority
- Senior
- Employment
- Not specified
- Experience
- Not specified
- Category
- It support
- Posted
Skills
Must have
- High School Diploma and seven (7) or more years of IT support, deskside support, systems administration or IT helpdesk experience OR a bachelor’s degree in a relevant field of study and five (5) or mo
- Deep understanding of operating systems (e.g., Windows, macOS, Linux).
- Expertise in troubleshooting hardware, software, and network problems and proficiency in using remote support tools and ticketing systems.
- Experience with enterprise applications and systems (e.g., Active Directory, Microsoft 365, cloud services).
Nice to have
- Bachelor’s degree in information technology, computer science, or a related field.
- Knowledge of ITSM tools such as ServiceNow and Jira.
- Experience with scripting or automation tools.
- ITIL Foundation certificate, Cisco Certified Network Associate (CCNA), Microsoft certifications, and relevant IT certifications (e.g., CompTIA A+, Network+, Security+, ITIL Foundation).
- Experience at a DoD Combatant Command (e.g., SOUTHCOM, NORTHCOM, CENTCOM, CYBERCOM, INDOPACOM, EUCOM, AFRICOM, STRATCOM, TRANSCOM, SOCOM, SPACECOM) or a component.
Full description
MANTECH seeks a motivated, career and customer-oriented Senior Enterprise Service Desk Technician to join our team in Key West, FL. Responsibilities include but are not limited to:
- Serve as a primary escalation point, offering advanced mentorship, technical guidance, and leadership to mid and junior technicians in resolving complex incidents.
- Possess extensive and specialized knowledge of enterprise systems and applications, often leading in a specific technical area, and proactively identify and resolve potential systemic problems to minimize disruptions.
- Lead the development and maintenance of comprehensive knowledgebase articles, advanced troubleshooting guides, and specialized training materials.
- Lead and manage small-to-medium-sized projects and initiatives focused on improving Enterprise Service Desk processes through efficiency and innovation.
- Conduct in-depth trend analysis of support requests, identify recurring issues, and recommend strategic solutions to enhance service delivery, including developing and presenting detailed performance reports.
- Demonstrate exceptional communication, interpersonal, and leadership skills to build strong relationships, and stay current with the latest technologies and industry best practices to recommend new tools and methodologies.
Minimum Qualifications:
- High School Diploma and seven (7) or more years of IT support, deskside support, systems administration or IT helpdesk experience
- OR a bachelor’s degree in a relevant field of study and five (5) or more years of relevant experience.
- Deep understanding of operating systems (e.g., Windows, macOS, Linux).
- Expertise in troubleshooting hardware, software, and network problems and proficiency in using remote support tools and ticketing systems.
- Experience with enterprise applications and systems (e.g., Active Directory, Microsoft 365, cloud services).
Desired Qualifications:
- Bachelor’s degree in information technology, computer science, or a related field.
- Knowledge of ITSM tools such as ServiceNow and Jira.
- Experience with scripting or automation tools.
- ITIL Foundation certificate, Cisco Certified Network Associate (CCNA), Microsoft certifications, and relevant IT certifications (e.g., CompTIA A+, Network+, Security+, ITIL Foundation).
- Experience at a DoD Combatant Command (e.g., SOUTHCOM, NORTHCOM, CENTCOM, CYBERCOM, INDOPACOM, EUCOM, AFRICOM, STRATCOM, TRANSCOM, SOCOM, SPACECOM) or a component.
Clearance Requirements:
- Must have an active Secret clearance.
Physical Requirements:
- Must be able to remain in a stationary position 50%.