Enterprise IT Support Officer (EITSO) - Dedicated Support

job
  • ManTech
Job Summary
Location
,VA 22107
Job Type
Contract
Visa
Any Valid Visa
Salary
PayRate
Qualification
BCA
Experience
2Years - 10Years
Posted
04 Feb 2025
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Job Description

Enterprise IT Support Officer (EITSO) - Dedicated Support at ManTech summary:

As an Enterprise IT Support Officer (EITSO) at ManTech in McLean, VA, you will provide dedicated technical support using ITIL-based processes to resolve incidents and requests without escalating. Your role involves troubleshooting, user training, and collaborating with various teams to ensure efficient IT service delivery. The position requires strong communication skills, a solid understanding of system administration, and the ability to adapt quickly to changing technologies and customer needs.

ManTech is seeking a motivated, career and customer-oriented Enterprise IT Support Officer (EITSO) to serve on a Dedicated Support Team in McLean, VA.

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 demands.
  • Analyzing, 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 supported.
  • Performing remote?desktop?triage and system repair using remote tools.
  • Maintaining and updating records and tracking databases.
  • Answering 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 problems.
  • Using best practices and knowledge of internal or external business issues to improve products or services.
  • Meeting contractual performance criteria.
  • Local travel may be required between customer buildings.
  • May have supervisory responsibilities.
  • Special non-commercial systems administrator experience (access management/file transfer) may be required.

Hours of coverage:

Shift coverage required is 8:30AM – 5:00PM Monday - Friday

Basic Qualifications:

  • Component System Administration (CMA) Certification.
  • 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.?
  • Knowledge of Windows Active Directory, Data Transfer Requests, PKI Cert Support, New Account Delivery / Support, Password Administration, Multifactor Authentication (MFA) Administration and Workstation Adds / Moves / Changes.
  • Resolving technical problems and answering queries by telephone, walk-ins, tickets, or IM 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 job.
  • Attention to detail, leadership, and collaborative and independent work process.
  • Demonstrated 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 environment.
  • Knowledge of multiple desktop programs, configuration and debugging techniques.
  • Experience with TCP/IP and general networking issues.
  • Experience with virus scanning services; Desktop, stand-alone and laptop computing services.
  • Experience with servers, printers, and peripheral devices.
  • BA/BS and 7 or more years of experiences, or a combination of education and work experience equivalent to 11or more years.

Preferred Qualifications:

  • Related work experience in a technical help desk position. 
  • Experience with data transfer services.
  • IAT 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.?


Keywords:

IT Support, Technical Support, ITIL, System Administration, User Training, Incident Management, Help Desk, Networking, Customer Service, Microsoft Office

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