Service Desk Agent - Part time on call (96002BR)

  • ManTech International
  • USA, CALIFORNIA Altadena
  • 02/26/2018

Job Description

USA, CALIFORNIA Altadena Part-Time On Call Security Clearance: Public Trust The highly motivated individual will be responsible for being the first contact for each of our customer calls. This individual will help ascertain the nature of the call, resolve issues where possible, and escalate to the appropriate work group, when necessary. KEY RESPONSIBILITIES: · Support end user software and hardware enhancements and technical problems; build, configure. · Create tickets and manage incidents, service requests, and problems through their full lifecycle · Troubleshoot end user incidents to resolution and identify root cause; escalate to internal and external groups · Provide support for on-boarding and off-boarding new and departing employees · Diagnose and correct computer and telecommunication systems issues. · Answer customer calls reporting service changes and outages · Complete password/PIN resets · Perform incident analysis to determine possible cause and potential fix · Update tickets and continuously coordinate necessary work · Document status updates and communicate to necessary parties KEY KNOWLEDGE, SKILLS AND ABILITIES: · Strong problem solving and communication skills · Self-driven and highly motivated · Ability to work in a team environment · Excellent oral and written communication skills · Excellent attention to detail · Understanding of endpoint operating systems, including Windows, Mac, and Linux · Willingness to work flexible hours – shift work required including weekend shift hours · Must have high-energy work ethic and be available to work non-standard hours during peak season times. Preferred Certifications: The ideal candidate will have all or some of the following certifications: · HDI Support Center Analyst · ITIL Foundation v.3 · CompTIA A+ · Apple Certified Support Professional (ASCP) and/or CompTIA Linux+ Preferred Work Experience: · 1+ years of help desk or desktop support or similar IT experience · Experience with Tier I phone support · High proficiency with troubleshooting Windows, Mac, and Linux Operating Systems · Basic Active Directory experience/knowledge · Hardware: Laptops, Desktops, iPhone, Android, Blackberry, Mac · Operating Systems: MAC OSX, Windows 10, Linux MINIMUM EDUCATION REQUIRED: Bachelor’s degree or Equivalent experience in a related field. This is a Part time on call position Must be a US Citizen PHYSICAL REQUIREMENT STATEMENT: None This position profile incorporates the core responsibilities of the job. It is recognized that other related duties not specifically mentioned may also be performed, and that not all responsibilities may be carried out depending on operational needs. Nothing in this profile restricts management’s rights to assign or reassign duties and responsibilities to this job at any time. 05-06 years w/High School Diploma / Requires High School diploma or equivalent, and five to six years of related experience in computer hardware, software, networking systems, and in the set-up, configuration, use, and trouble shooting of computer systems. ManTech International Corporation is comprised of approximately 7,300 talented employees who use advanced technology to help government and industry meet some of their greatest challenges around the world. We adhere to the simple, no-nonsense values on which ManTech was founded more than four decades ago, aligning squarely with the mission objectives of our customers. As our customer base continues to expand and diversify, we continue to diversify our workforce and solutions. Nearly half our employees have a military background, and approximately 70 percent hold a government security clearance. As a leading provider of innovative technology services and solutions for the nation's defense, security, health, space, and intelligence communities; we hold nearly 1,100 active contracts with more than 50 different government agencies. JBManTech ICJBMeta