Enterprise IT Support Officer (EITSO) - Location Support Team (LSC)

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Enterprise IT Support Officer (EITSO) – Location Support Team

Currently, ManTech is seeking a motivated, career and customer-oriented Enterprise IT Support Officers (EITSO) to serve on a team of IT support professionals responsible for incident response, deskside service, and project management.  In this role, you will use processes to streamline the receipt, triage, categorization, action, and resolution for all incoming incidents, requests, and demands.  You and your team provide daily support to the IT infrastructure and mission applications, including Tiers 0–2, which includes problem recognition, research, isolation, resolution, and follow-up steps.  

Responsibilities include, but are not limited to:

Incident Response:

• 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.

• 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.

• Special non-commercial systems administrator experience (access management/file transfer) may be required.

Deskside Support:

• 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.

• 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.

Equipment Installation & Refresh:

• 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.  

Special Projects:– (Only Certain Locations)

• Supporting facets of network installations, which includes the physical placement of CAT5 and fiber optic cable, wall jacks, racks, and communications equipment as required.

• Installing, pulling and terminating cable, determining and implementing required pin outs, cards power supplies, patch panels, etc., testing and documenting installations, dressing and labeling cables, racks, patch panels, etc.

• Supporting projects that include cabling and implementation in accordance with design documents and build-to packages.

All Roles:

• Local travel may be required between customer buildings or temporary assignment to an alternate location in support of special projects.

• 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.

• May have supervisory responsibilities.

Hours of Coverage:

Member of a team comprised of a variety of skills that provide coverage from 6:00 a.m. – 6:00 p.m.  Opportunities exist to provide 24x7 coverage.

Basic Qualifications:

• 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. 

• Resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems.

• Self-motivated