Senior Client Services Engineer (Customer Advocate)

Secure our Nation, Ignite your Future

Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ManTech International, you’ll help protect our national security while working on innovative projects that offer opportunities for advancement.

Currently, ManTech is seeking a motivated, career and customer-oriented Senior Client Services/Customer Advocate to join our team in the Springfield, VA. 

Responsibilities include but are not limited to:

• Serves as a Customer Advocate supporting the most VIP level customer; must present professional image and communicate well.

• Provide in-person, “white glove” support to key stakeholders.

• Responsible for providing support to end-user community on difficult hardware, software and network related problems, questions, and use.

• May provide training and guidance to customers and more junior technicians.

• Provides resolutions to out of the ordinary issues for users. If unable to diagnose problem, will work with service desk management or Tier 3 to diagnose and resolve problem.

• Responds to trouble tickets, customer calls for support as well as in-person support assistance.

• Ensures problem ownership and promotes end-user satisfaction.

• Responsible for providing in-depth and high level, support to end-user community on hardware, software and network related problems, questions, and use.

• Provides problem resolution to users. Confers with user to determine problem. Ensures problem ownership and promotes end-user satisfaction.

• Troubleshoot and resolve incident tickets to include data storage, network connectivity, Active Directory accounts and security groups, and third-party software.

• Update and manage assigned tickets to include daily work notes and customer updates throughout the ticket lifecycle.

• Troubleshoot customer equipment to include desktops, Multi-Function Print devices, video teleconference hardware, and various other IT assets.

• Provide content for and draft technical knowledge base articles.

Minimum Qualifications:

• Minimum of five (5) years of related experience in computer hardware, software, networking systems, and in the set-up, configuration, use, and troubleshooting of computer systems.

• Demonstrated experience troubleshooting and resolving issues with data storage, network connectivity, Active Directory accounts and security groups, third-party software, VDIs, desktops, thin clients, printers, scanners, fax machines, and MFDs.

• Demonstrated experience managing and updating customer tickets in a ticketing system.

• Outstanding customer service skills and practices.

• Experience contributing to a service desk technical knowledge base.

Preferred Qualifications:

• Proficient with Solarwinds Web Helpdesk

• Proficient working with SharePoint and supporting customer related issues

• Proficient working with and supporting Microsoft Office products

Clearance Requirements:

• Must be a U.S. citizen

• Must have an active TS/SCI clearance and the ability to obtain and maintain a Yankee White Clearance.

Physical Requirements:

• Must be able to be in a stationary position more than 50% of the time

• Must be able to communicate, converse, and exchange information with peers and senior personnel

• Constantly operates a computer and other office productivity machinery, such as a computer

• The person in this position frequently communicates with co-workers, management, and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations

• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.

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 obtaining any necessary license. The applicant will be required to answer certain questions for export control purposes, and that information will be reviewed by compliance personnel to ensure compliance with federal law. ManTech may choose not to apply for a license for such individuals whose access to export-controlled technology or software source code may require authorization and may decline to proceed with an applicant on that basis alone.

ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opp