USA, CALIFORNIA Pasadena Part-Time On Call
Security Clearance: Public Trust
ManTech is looking for a Desktop Support Field Technician II to join our team onsite. We are seeking a Desktop Support Field Technician II who can provide support for level 1 and level 2 support calls, who is technically savvy, service driven, dedicated and hardworking. The perfect candidate will possess a great degree of customer service skills and effectively communicate with clients/customers and follow through on all work orders assigned. General Responsibilities: · Provide System Administration support for Subscribed Desktop Services Tests and delivers desktop hardware, peripherals, software, backups, network attached devices, replenishment secure computing, mobile devices and RSA tokens locally as well as for work at home customers. · Assists with problem resolutions for subscribed services. · Ensures systems builds have approved core software, removing obsolete software prior to service life date Manages software licenses for all subscribed systems Deploys computing environment including continuous diagnostic and mitigation clients, Anti-Virus software, and Full-Disk Encryption software. · Ensures that all systems/platforms are fully operational. · Ensures mobile device subscriptions are replenished with the customer. · Maintains all JPL approved tools to support subscribed desktop services. · Manages asset databases including RSA tokens and other hardware and software · Installation, service, testing and troubleshooting of all hardware and software programs for the customer on site and in the field. · Troubleshoot computer hardware issues, operating systems, and antivirus and software issues. · Investigate and resolve trouble tickets quickly and efficiently providing root cause analysis as required. · Respond to, evaluate and prioritize incoming support requests, maintain SLAs and document support requests in ticketing system (ServiceNow). · Perform installation and configuration of workstations, printers, cable distribution systems and other related equipment as applicable. · Excellent hardware diagnosing and repair skills, including disassembly and re-assembly of products. · Experience in network design, installation, and maintenance. · Excellent verbal and written communication skills to participate and engage in project meetings and technical work sessions with co-workers and customers. · The ability to complete training classes, personal study, and certification exams as assigned. · The ability to complete project and support documentation in a timely manner. · Other duties as assigned. Must be a US Citizen
See Qualifications / Requires Associates Degree and five to eight years of related experience.
• Experience with Enterprise-level Information Technology (IT) Service Desk/ Desk Side Support, Integration, Test, Asset Management, Methods, and Change Management • Experience supporting between 6000 plus users in a highly visible and dynamic environment • Working experience of IT domain • Working knowledge of Active Directory • Working knowledge of MAC platform • Working knowledge of IT hardware imaging, configuration, testing, and operations • Experience in end-point backup and restore tools • Experience with Microsoft Office Suite (Excel; Word; PowerPoint) • Ability to troubleshoot and document various problems • Ability to work within on a team for projects and/or tasks • Excellent customer service skills • Excellent verbal and written communication skills and the demonstrated ability to communicate to all levels of management and customer organizations • Self-disciplined and have a positive attitude • Safety-first minded, maintenance oriented with experience using multitude of tools • Excellent communication skills • Ability to take direction and perform to exacting standards and methodologies. • Ability to interpret interconnect diagrams, schematics, and assembly drawings • Ability to stand, lift up to 50-70lbs, crawl, climb and use maximum dexterity for long periods of time. • Experience in technical support, networking, field service, PC repair or a related field • Experience with troubleshooting equipment utilizing software, error logs and service manuals to resolve and document solutions. • Familiar with network and network infrastructure. • Must be comfortable working in a very fast-paced environment with shifting priorities. • Attention to detail with excellent time management and organizational skills. • Must be able to sit, stand, push or pull for periods of time. • Able to read and understand technical manuals, procedural documentation, and OEM guides. • Innovative with new ideas and solutions to problems, but with a positive outlook. • Ability to quickly adapt to changing needs, infrastructure, and evolving business processes. • Ability to work closely with the user community, Interpret issues, understand requirements, and rapidly deploy solutions. • Ability to work closely with cross-functional teams including functional leads. • Ability to work directly with end users on issue resolution, and process development. • Strong interpersonal and communication skills. • Ability to analyze metrics, extracts trending data, provide status reports and provide continuous improvement recommendations. • Ability to create and maintain technical and functional documentation. Working knowledge of computers including repair and re-imaging as required. • Familiar with trouble ticket handling systems and trouble ticket management and workflow. • Strong background in virus/spyware, data recovery and general workstation troubleshooting. • Working knowledge and experience in hardware, software, mobile device, server and printer support. • Strong background in customer service support providing feedback to customers and ensure effective communication through to solution. • Demonstrated ability to interface well with internal and external customers in person, via telephone and email is critical in order to satisfy customer requirements
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.