Senior Enterprise Service Desk Technician

MANTECH • Key West, FL

10d • Onsite

About The Position

MANTECH seeks a motivated, career and customer-oriented Senior Enterprise Service Desk Technician to join our team in Key West, FL. Shape the future of defense with MANTECH! Join a team dedicated to safeguarding our nation through advanced tech and innovative solutions. Since 1968, we’ve been a trusted partner to the Department of Defense, delivering cutting-edge projects that make a real impact. Dive into exciting opportunities in Cybersecurity, IT, Data Analytics and more. Propel your career forward and be part of something extraordinary. Your journey starts now—protect and innovate with MANTECH!

Requirements

• 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).
• Must have an active Secret clearance.

Nice To Haves

• 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.

Responsibilities

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED