Service Desk Specialist

General information

Requisition # R60055 Locations USA-CA-Altadena Posting Date 04/25/2025 Security Clearance Required Public Trust/Suitability Remote Type Hybrid Time Type Full time

Description & Requirements

Transform the future of federal services with ManTech! Join a vibrant, energetic team committed to enhancing national security and public services through innovative tech. Since 1968, we’ve partnered with Federal Civilian sectors to deliver impactful solutions. Engage in exciting projects in Digital Transformation, Cybersecurity, IT, Data Analytics and more. Ignite your career and drive change. Your journey starts now—innovate and excel with ManTech!

ManTech seeks a motivated, career and customer-oriented Tier 2 Service Desk Specialist to join our team in Altadena, California. This is a hybrid position.

Responsibilities include, but are not limited to:

• Provide Tier II contact and incident resolution to customers with hardware, software, and application problems. Responsible for providing the first line of customer support of hardware, systems, sub-systems and/or applications for customers and/or employees

• Answer questions about installation, operation, configuration, customization, and usage of assigned products

• Apply diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures

• Responsible for ensuring customer satisfaction by resolving technical issues and ensuring end-user needs are met

• Provides remote phone, email and chat troubleshooting support for application, desktop, network and mobile device issues (incidents), as well as customer requests (i.e. password resets), and record all information accurately in the Service Now CRM ticketing tool. May also make outboard service calls to potential customers

• When new solutions are derived to resolve issues, will provide documentation to Service Desk leadership and Knowledge Managers to have new Knowledgebase articles created. Install system wide software and assist with fine-tuning system performance

• Act as a single point of contact for existing incident and requests

Minimum Qualifications:

• Bachelor's degree in a relevant technical field or equivalent; an additional 3 years of relevant IT experience may be considered in lieu of degree

• 2+ years of technical support and/or systems experience

• Working knowledge of computers, printers, laptops, and common Windows applications in a Windows environment.

• Large Enterprise-level IT experience in supporting multiple Operating Systems and environments

• Interpersonal and People Skills, Listening Skills,  Multi-Tasking Ability

Preferred Qualifications:

• Knowledge of JPL systems

Clearance Requirements:

• Must be a U.S. Citizen and be able to obtain and maintain a Public Trust prior to starting this position.

Physical Requirements:

• Sedentary work that pr