A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
MANTECH seeks a motivated, career and customer-oriented Help Desk Specialist to join our Air Force / Space team at Nellis AFB . The Computer User Support Specialist's primary function is to support the United States Air Force's 53rd Wing Technical Support Services (53rd WTSS) contract. Responsibilities include, but are not limited to:
Analytical Support:
Provide analytical techniques and procedures in support of clients, systems, and networks. Consult with users to determine hardware, software, and system functionality.
Network, User, and Systems Support:
Identify, prioritize, and resolve reported issues, including creating network user accounts and configuring email.
Helpdesk Support:
Field user calls, determine the level of support required, and escalate/distribute calls to appropriate tiers (e.g., Tier 2, Tier 3).
Troubleshooting:
Provide support for account management, enterprise resources application, server administration, networking, and application issues.
Software/Hardware Issue Resolution:
Troubleshoot and resolve software, hardware, and communications issues related to supported computer workstation systems and applications.
Security and Monitoring:
Perform security patching, document corrective actions for issues, collect system audits, and continuously monitor systems, networks, and user operations.
Hardware/Software Installation:
Provide installation and testing of hardware and software.
Minimum Qualifications:
High School Diploma 2+ years direct/related experience Active / valid DoD 8140 IAT-II certification Demonstrated experience as a full-service IT support team member in a Windows AD environment. Experience working within an IT support team, contributing to and collaborating on daily support activities. Ability to resolve, contribute to, and provide solutions for IT needs, supporting SCIF and corporate IT operations.
Clearance Requirements:
Must have a current/active TS/SCI Willingness to submit to a polygraph
Physical Requirements:
The person in this position must be able to remain in a stationary position 50% of the time. Occasionally move about inside the office to access file cabinets, office machinery, or to communicate with co-workers, management, and customers, via email, phone, and or virtual communication, which may involve delivering presentations." Must be able to regularly lift up to 50 lbs
