Help Desk Support Ii

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 Corporation, 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 Help Desk Support IIto join our team in Edwards, CA.
Responsibilities include, but are not limited to:

• Serving as an advanced point of contact for customers seeking technical assistance over the phone or email.
• Possessing familiarity with the Knowledge Management database, ITIL processes, and service delivery, capturing and implementing changes to knowledge articles and processes.
• Performing remote troubleshooting through diagnostic techniques and pertinent questions, determining the best solution based on the issue and details provided by customers.
• Walking customers through the problem-solving process and direct unresolved issues to the next level of support, provide accurate information on IT products or services, record events and problems and their resolution in logs, and follow-up and update customer status and information.
• Providing feedback and suggestions from customers to the appropriate internal team, analyzing and recommending process improvements in the Help Desk functional environment.
• Using knowledge and ability to interface with and aid in the resolution of complex issues with remote staff and internal Tier 2 and 3 Technicians.

Minimum Qualifications:

• 3 years of related experience
• HS Diploma

Required Certifications

• 2 years of position-specific relevant experience.
• DoD 8570.01- IAT Level II Certification.

Desired Certifications

• Bachelor's degree in IT-related discipline

Security Clearance Requirements:

• Active Top Secret Required

Physical Requirements:

• Must be able to remain in a stationary position 50%.
• Needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.
• Frequently communicates with co-workers, management, and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations.

The projected compensation range for this position is $65,300-$108,600. There are differentiating factors that can impact a final salary/hourly rate, including, but not limited to, Contract Wage Determination, relevant work experience, skills and competencies that align to the specified role, geographic location (For Remote Opportunities), education and certifications as well as Federal Government Contract Labor categories. In addition, ManTech invests in it's employees beyond just compensation. ManTech's benefits offerings include, dependent upon position, Health Insurance, Life Insurance, Paid Time Off, Holiday Pay, Short Term and Long Term Disability, Retirement and Savings, Learning and Development opportunities, wellness programs as well as other optional benefit elections.
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 opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.
If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech's Corporate EEO Department at (703) 218-6000. ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged to apply. ManTech's utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies. ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services.
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