Mid-Level Computer User Support Specialist

General information

Description & Requirements

ManTech seeks a motivated, career and customer-oriented Midlevel Technical Support Specialist to join our team remotely.

In this role you will provide technical assistance to computer users. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

Responsibilities include but are not limited to:

• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews; work closely with the Watch Officer, operations teams, and others to maintain focus on key requirements and service delivery opportunities and issues
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
• Review and track ticket processes and metrics working closely with functional leads ensuring tickets are closed properly and efficiently; develop, track, and monitor customer satisfaction surveys to support decision-making and continuously improve support, updating the customer satisfaction survey as needed and posting upon key stakeholders approval; develop and recommend dashboards to support visibility and management of activities and processes
• Tracking and ensuring patching, software updates, anti-virus updates, are applied effectively and promptly
• Tracking and managing infrastructure licenses and device security certificates providing notices of expiration to support avoiding lapses of coverage

Minimum Qualifications:

• Bachelor’s Degree in Information Technology, Computer Science, Engineering or a similar field
• 3+ years experience answering questions and resolves computer problems for clients in person, or via telephone or electronically.
• Proficiency in MS Office applications including SharePoint, PowerPoint, Excel, and Word

Preferred Qualifications:

• An ITIL v4 certification
• A CMMC Professional or CMMC Assessor certification

Clearance Requirements:

• Must have a current/active Secret clearance with the ability to obtain and maintain a TS/SCI.
• The ability to obtain and maintain a DHS EOD suitability is required prior to starting this position.

Physical Requirements:

• Must be able to remain in a stationary position 50%
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.