*****All ManTech employees will need to meet the requirements set forth in Executive Order 14042 and the Safer Federal Workforce Task Force Guidance requiring all covered contractor personnel to be fully vaccinated against COVID-19.*****

**Secure our Nation, Ignite your Future**

ManTech provides mission-focused technology solutions and services for U.S. defense, intelligence and federal civilian agencies. In business for more than 52 years, we excel in full-spectrum cyber, data collection & analytics, enterprise IT, and systems and software engineering solutions that support national and homeland security. More than 9,300 talented professionals around the globe make up the ManTech family and nearly half are veterans. The Help Desk provides a single point of contact and communications for resolving incidents, fulfilling requests and dealing with a variety of service events for IT infrastructure.

ManTech is seeking a Technical Support/Help Desk Specialist to support an Intelligence Community customer at the Intelligence Community Campus-Bethesda, MD (4600 Sangamore Road).

**Responsibilities include, but are not limited to:**

* Provide first call level investigation and diagnosis of reported incidents; escalate incidents & requests that cannot be resolved within agreed timescales or within Service Desk capabilities.

* Coordinate resolution of incidents; close incidents when resolved.

* Plan, install, configure & maintain records of incident & calls; categorize for historical retrieval by others.

* Communicate incident and request status to others.

* Record, route & track service requests until they are fulfilled.

* Provide consulting services to support release package testing, installation, deployment, and operation.

* Conduct customer satisfaction call-backs or surveys to assess quality of provided services.

* Plan, install & manage Service Desk operational function to provide local, centralized, virtual, or follow-the-sun support goals.

* Plan, install, configure & test call management hardware, software & networking configurations to manage Service Desk manage calls.

* Monitor & manage calling queues to make sure calls are handled.

* Integrate Knowledge Management databases and repositories.

* Contribute to a "self-help" knowledge base used within the user self-help TIER 0 section & by TIER 1 support staff.

**Basic Qualifications** **:**

* Two (2) years of Tier 1 technical support experience and an Bachelor's degree, or 6 years of Tier 1 technical support experience.

* DoD 8570 compliant IAT Level 2 consisting of one of the following: CCNA Security; CySA+ (previously listed as CSA+); GICSP; GSEC; CND; Security+ CE; SSCP

**Preferred Qualifications** **:**

* 3+ years relevant work experience

* Possess ITIL Foundations Certification or relevant knowledge of ITIL process and procedures

**Schedule/Hours:**

Help Desk coverage is from 0600 1800 M-F. This is a full-time position that needs to be coordinated with other Help Desk personnel to ensure coverage of the Help Desk between 0600 1800 M-F.

**Security Clearance Requirements** :

* Active TS/SCI and (ability to obtain) a Counterintelligence polygraph.

**Physical Requirements:**

* Must be able to remain in a stationary position 50%.

* Must be able to move about inside the office or IT environment to access computer systems, modules, equipment and IT machinery.

* Must be able to constantly operate computers & other IT environment systems such as IT machinery, modules, printers, etc.

* Candidate in this position frequently communicates with co-workers, management, and customers. Must be able to exchange accurate information in these situations.

* The person in this position must be able to detect, identify, observe, and assess written communications; presentations; and manuals.

* Candidate may be subject to hazards: Includes a variety of physical conditions, such as proximity to moving mechanical parts, moving vehicles, electrical current, working on ladders, exposure to heat and cold conditions (server rooms and telco closets).

* Candidate may need to exert up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

Additional Physical Requirement: Position oneself to move objects from a lower to a higher location or moving objects horizontally from position-to-position (computer equipment such as PC, Servers, Routers, Printers and Digital Senders). This factor is important if it occurs to a considerable degree and requires the substantial use of the upper extremities and back muscles.

#LI-DU1

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) ###-####. 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.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access as a result of your disability. To request an accommodation please click ...@mantech.com and provide your name and contact information.