Service Desk Specialist

hackajob is collaborating with MANTECH to connect them with exceptional professionals for this role.

MANTECH seeks a motivated, career and customer-oriented Service Desk Specialist to join our team in Chantilly, VA.

• The Service Desk Specialist is a Tier 1 team member of an Information Technology Enterprise Service Desk responsible for the IT‑related service requests, incidents, and problems for the customer’s IT business and mission‑focused enterprise systems.
• Responsible for receiving, prioritizing, documenting, and actively resolving end‑user submitted requests; providing hands‑on troubleshooting assistance at the desktop level using common IT skills and tools.
• The Enterprise Service Desk supports a wide array of systems, applications, and services, including desktop operating systems (OSs), desktop and web‑based applications, and unified communications such as Video Tele‑Conferencing (VTC), Voice‑over‑IP (VOIP) phones, etc.
• Able to learn and troubleshoot and resolve various issues and requests for peripheral devices.
• Knowledgeable with Microsoft Windows 10, basic networking concepts, PC hardware, and COTS software.
• Must be able to work an eight‑hour shift. Shift hours are from 10:00 AM until 6:00 PM, Monday through Friday.
• Proven excellence in written and verbal communication within a team and with end users, VIPs, team managers, and client managers.

• Bachelor’s Degree and at least 1 year of relevant experience. An additional 1 year of experience may be substituted in lieu of a degree.
• Requires a Security + certification and a corresponding Compute Environment certification for a Microsoft Windows environment such as the CompTIA A+ or a Microsoft Windows certification.
• Must be able to work directly with customers over the phone to capture IT service requests, incidents, or problems accurately and completely.
• Desirable knowledge of Information Technology Infrastructure Library (ITIL) fundamentals.
• Demonstrated capability to collaborate and independently learn new technologies.

• Must have a current/active Top Secret/SCI clearance and be able to obtain and maintain a polygraph.

• Must be able to remain in a stationary position 50% of the time and occasionally move within the office to access file cabinets, office machinery, or to communicate with co‑workers, management, and customers via email, phone, or virtual communication, which may involve delivering presentations.