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.?