Service Desk Specialist, Senior- Tier 1

$57,200 - $94,600/Yr

ManTech - Glen Burnie, MD

Full-time - Mid Level

Remote - Glen Burnie, MD

Professional, Scientific, and Technical Services

About the position

The Service Desk Specialist, Senior - Tier 1 position at ManTech International is a critical role that involves providing high-level support to end-users on hardware, software, and network-related issues. This position is part of a 24/7 service center, ensuring user satisfaction and problem resolution while contributing to the development of knowledge base articles and maintaining ticketing systems. The role requires strong communication skills and the ability to work collaboratively within a diverse team to support national security initiatives.

Responsibilities

• Provide support to end-users on complex hardware, software, and network-related problems.
• Train and guide junior help desk personnel.
• Ensure problem ownership and promote end-user satisfaction.
• Close activities of assigned tickets and provide resolutions to unusual issues.
• Prepare and analyze ticket reports to identify problems and trends.
• Review analyst ticket queues to facilitate timely ticket resolution.
• Assign tickets from customer self-submissions and other teams.
• Contribute to and develop knowledge base articles.
• 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.
• Update customers on the progress and status of calls/tickets every 24 hours.
• Resolve incidents on first contact using remote desktop control applications.
• Escalate unresolved issues to appropriate teams while adhering to ISO processes and policies.
• Participate in new project testing and deployment.
• Follow prescribed guidelines and official SOPs.

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 five years of 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