Tier 2 Service Desk Specialist

MANTECH • Altadena, CA

1d • $68,600 - $114,100 • Onsite

About The Position

MANTECH is seeking a motivated, career- and customer-oriented Tier 2 Service Desk Specialist to join its team in Altadena, California. The specialist provides IT support in a heterogeneous environment that includes servers, mainframes, Windows, Mac, and some Linux systems. The role is typically located within a call center and involves answering questions about system procedures, online transactions, system status, and downtime procedures. The specialist resolves technical issues involving customers’ computer and mobile hardware, software, and networks; maintains records and tickets in ServiceNow; and coordinates with leads and other technical personnel to troubleshoot issues, gather information, and report possible outages. The position also provides basic application and hardware support to callers, escalating issues to the appropriate support team when needed, and resolves standard problems using experience, judgment, and precedent. An active Public Trust clearance is required.

Requirements

• High school diploma or GED equivalent.
• At least 3 years of related experience with computer hardware, software, and networking systems, including setting up, configuring, using, and troubleshooting computer systems.
• Active Public Trust level clearance.

Nice To Haves

• Bachelor’s degree.
• Experience collaborating effectively with other IT analysts to document tickets, report outages, and assist with end-user needs.

Responsibilities

• Provide IT support in a heterogeneous environment involving servers, mainframes, Windows, Mac, and some Linux.
• Answer questions about system procedures, online transactions, system status, and downtime procedures.
• Resolve technical issues involving customers’ computer and mobile hardware, software, and network-related concerns.
• Maintain and update records and tickets using ServiceNow.
• Coordinate with leads and other technical personnel to solve technical problems, gather information, troubleshoot tickets, and report possible outages.
• Provide basic application and hardware support to Service Desk callers, answering calls and escalating them to the appropriate support team when unable to resolve an issue.
• Solve standard problems by analyzing possible solutions using experience, judgment, and precedent.

Benefits

• Health insurance, depending on position.
• Life insurance, depending on position.
• Paid time off.
• Holiday pay.
• Short-term and long-term disability coverage.
• Retirement and savings benefits.
• Learning and development opportunities.
• Wellness programs.
• Optional benefit elections.

What This Job Offers

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