Systems Analyst

MANTECH • Doral, FL

10d • Onsite

About The Position

MANTECH is seeking a motivated, customer-oriented Systems Analyst to join its team in Doral, Florida. The role provides first-level technical support to end users, troubleshoots basic hardware, software, and network issues, and escalates complex problems to higher support tiers. The Systems Analyst logs and tracks incidents and service requests, works to meet service-level agreements, and helps maintain customer satisfaction. Under the guidance of senior and mid-level technicians, the role also supports user training and self-service initiatives while developing problem-solving and interpersonal skills.

Requirements

• High school diploma.
• At least one year of relevant experience working in a Service Desk or Systems Administration environment.
• Fundamental understanding of computer hardware, including desktops, laptops, and peripherals, and software, including Windows OS and common applications.
• Basic understanding of networking concepts, including connectivity and TCP/IP.
• Familiarity with common software applications, including Microsoft Office Suite and web browsers.
• Must have a current/active Secret clearance.
• Must be eligible to obtain and maintain a TS/SCI clearance.

Nice To Haves

• Bachelor’s degree in information technology, computer science, or a related field.
• Experience supporting DoD programs.
• Experience in IT service management and ITIL-informed processes.
• Knowledge of ITSM tools such as ServiceNow and Jira.
• Experience with a ticketing system, including in an educational setting, and remote desktop support tools.
• Basic experience with Active Directory.
• Basic hardware troubleshooting experience.

Responsibilities

• Provide first-level technical support to end users across the organization.
• Troubleshoot and resolve basic hardware, software, and network issues, escalating more complex problems to higher tiers.
• Log and track incidents and service requests in a ticketing system, ensuring timely resolution and accurate documentation.
• Meet Service Level Agreements (SLAs) and maintain high levels of customer satisfaction.
• Use knowledgebase articles and other resources to resolve user issues efficiently.
• Develop problem-solving and interpersonal skills under the guidance of senior and mid-level Technicians.
• Assist in user training and self-service initiatives to contribute to a positive user experience.

What This Job Offers

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