Service Desk Specialist

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

• Provide first-level technical support to end users across the organization.
• Troubleshoot and resolve basic hardware, software, and network issues, escalating more complex problems to higher tiers.
• Log and track incidents and service requests within a ticketing system, ensuring timely resolution and accurate documentation.
• Meet Service Level Agreements (SLA) and maintain high levels of customer satisfaction.
• Use knowledgebase articles and other resources to efficiently resolve user issues.
• Develop problem‑solving and interpersonal skills under the guidance of senior and mid-level technicians.
• Assist in user training and self‑service initiatives, contributing to a positive user experience.

• High School Diploma
• One (1) or more years of relevant experience working in a Service Desk or Deskside Support environment.
• Fundamental understanding of computer hardware (desktops, laptops, peripherals) and software (Windows OS, common applications).
• Basic understanding of networking concepts (connectivity, TCP/IP).
• Familiarity with common software applications (Microsoft Office Suite, web browsers).

• Bachelor’s degree in information technology, computer science, or a related field.
• Experience supporting DoD programs.
• Experience in IT service management and ITIL-informed processes. Knowledge of ITSM tools such as Service Now and Jira.
• Experience with a ticketing system (even if in an educational setting) and remote desktop support tools.
• Basic experience with Active Directory.
• Basic hardware troubleshooting experience.

• Must have a current/active Secret clearance.

• Must be able to remain in a stationary position 50% of the time.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copier, and printer.
• Frequently communicates with co‑workers, management, and customers, which may involve delivering presentations and exchanging accurate information.