Enterprise IT Support Officer (EITSO) - Remote Resolution Team (RRT)

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Enterprise IT Support Officer (EITSO) – Remote 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 remote incident response. 

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:

• Using ITIL-based processes to streamline the ingestion, triage, categorization, action, and resolution for incoming incidents, requests, and demands.

• Analyzing, troubleshooting, designing, and implementing fixes with minimal escalation to Tier 3 support. 

• Providing basic user training in support of off-the-shelf applications and office products.

• 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.

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

Hours of coverage:

• Individual shifts will vary; however this team does provide 24x7 support.   

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, 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 10, Microsoft Office 2016 or later, multiple internet browsers, and standard business applications used within a business environment.

• Knowledge of Windows Active Directory.

• 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.

• Bachelor's degree and 11 years of relevant experience. 4 additional years of experience may be substituted for a degree.

Preferred Qualifications:

• Related work experience in a technical help desk position. 

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

• 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.

For all positions requiring access to technology/software source code that is subject to export control laws, employment with the company is contingent on either verifying U.S.-person status or obtain