Secure our Nation, Ignite your Future

Currently, ManTech is seeking a motivated, career and customer-oriented Enterprise IT Support Officer (EITSO) to serve on a Dedicated Support Team of IT support professionals responsible for incident response, deskside service, and project management.  In this role, you will use processes to streamline the receipt, triage, categorization, action, and resolution for all incoming incidents, requests, and demands.  You and your team provide daily support to the IT infrastructure and mission applications, including Tiers 0–2, which includes problem recognition, research, isolation, resolution, and follow-up steps.  

Responsibilities include, but are not limited to:

Using ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demandsAnalyzing, troubleshooting, designing, and implementing fixes without escalating to Tier 3 support  Providing basic user training in support of off-the-shelf applications and office products as well as some custom tools, depending on the office being supportedPerforming remote desktop triage and system repair using remote tools.Maintaining and updating records and tracking databasesAnswering questions regarding system procedures, online transactions, systems status, and downtime procedures Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problemsUsing best practices and knowledge of internal or external business issues to improve products or servicesMeeting contractual performance criteriaLocal travel may be required between customer buildingsMay have supervisory responsibilitiesSpecial non-commercial systems administrator experience (access management/file transfer) may be required

Hours of coverage:

Hours will depend on the specific team being supported.  Generally, requests are to provide support between the hours of 6:00 a.m. – 6:00 p.m.  Opportunities may exist for teams that provide 24x7 coverage.

Basic Qualifications:

Strong communication skills due to variety of groups to be working with, such as co-workers, management, and customers; must be able to exchange accurate information. Resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems.Self-motivated, organized, with excellent interpersonal, written, and verbal communication skills. Ability to embrace diverse technical disciplines and excellent customer service skills Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the jobAttention to detail, leadership, and collaborative and independent work processDemonstrated problem solving and technical skills to resolve critical IT issues.Expertise, training, and actual work experience with customer specific, systems and technologies.Must be a self-starter, work independently, and work with a clear and defined mission.Must demonstrate ability to thrive and succeed in a challenging environment.Experience providing technical support for Windows XP, Microsoft Office 2003 or later, Internet Explorer, and business applications used within a business environmentKnowledge of Windows Active DirectoryKnowledge of multiple desktop programs, configuration and debugging techniquesExperience with TCP/IP and general networking issuesExperience with virus scanning services; Desktop, stand-alone and laptop computing servicesExperience with servers, printers, and peripheral devicesBA/BS and 9 years of experiences, or a combination of education and work experience equivalent to 13 years.

Preferred Qualifications:

Related work experience in a technical help desk position Experience with data transfer servicesIAT Level II certification.Experience with ServiceNow ITSM & ITBM.Prior experience managing projects from low-mid complexity.ITIL® v4 Foundation, or higher, certification 

NOTE:  Multiple levels of seniority are available dependent on qualifications/experience.

Security Clearance Requirements:

Current/active TS/SCI with Polygraph.

Physical Requirements:

Must be able to remain in a stationary position 50%.Must be able to move/traverse within and between buildings and offices.Must be able to position self to maintain computers, including under the desks and in the server closet.Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer. Must be able to move Audio/Visual or Computer equipment weighing up to 50 pounds. 

For all positions requiring access to technology/software source code that is subject to export control laws, employment with the company is contingent on either verifying U.S.-person status or obtaining any necessary license. The applicant will be required to answer certain questions for export control purposes, and that information will be reviewed by compliance personnel to ensure compliance with federal law. ManTech may choose not to apply for a license for such individuals whose access to export-controlled technology or software source code may require authorization and may decline to proceed with an applicant on that basis alone.

ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.

If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech's Corporate EEO Department at (703) 218-6000. ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged to apply. ManTech's utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies. ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services.

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