Tier-1 Service Desk Specialist

MANTECH seeks a motivated, career and customer-oriented Tier-1 Service Desk Specialist/Analyst to join our team in Altadena, CA.

The Tier-1 Service Desk Specialist/Analyst will leverage their technical background and customer service skills to provide IT support in a heterogeneous environment, to include Windows, Mac, and Linux platforms. You will help resolve a broad range of technical issues for computer and mobile hardware, software, and network systems while ensuring excellent problem ownership and customer satisfaction.

Responsibilities include but are not limited to:

• Providing basic application and hardware support to Service Desk callers, including answering calls and creating or maintaining incident tickets within ServiceNow.
• Resolving technical issues in support of user computer hardware, mobile devices, software, and network-related systems.
• Verifying device functionality and service availability while providing callers with technical solutions based on the Knowledge Base (KB).
• Escalating complex issues to appropriate support teams or other IT service providers when advanced subject matter expertise is required.
• Maintaining and updating accurate records, tracking metrics, and processing documentation to promote end-user satisfaction.
• Performing other operational and technical duties as assigned to support the heterogeneous IT environment.

Minimum Qualifications:

• High School Diploma/GED
• 3+ years of related experience in computer hardware, software, networking systems, and troubleshooting.
• Demonstrated experience in the setup, configuration, use, and troubleshooting of diverse computer systems.
• Strong analytical thinking, creativity, and ingenuity in diagnostic and problem-solving processes.
• Exceptional organizational abilities with a sharp attention to detail.
• Proven expertise as a communication expert, with the ability to articulate technical information clearly over the phone.

Preferred Qualifications :

• Bachelor's Degree in Computer Science or a related technical field.
• Experience supporting a heterogeneous environment containing Windows, Mac, and Linux operating systems.
• Experience utilizing ServiceNow or similar enterprise ticketing and incident management systems.

Clearance Requirements:

• Must be a U.S. citizen with the ability to obtain and maintain a Public Trust clearance.

Physical Requirements:

• Must be able to remain in a stationary position 50% of the time.
• Needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Frequently communicates with co-workers, management, and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations.