Help Desk Support Specialist, ManTech International Corporation, McLean, VA
ManTech International Corporation -
McLean, VA,
US
Help Desk Support Specialist
Date Posted: 2024-06-29
Job description
Serves as a point of contact for customers seeking technical assistance via phone or email. Possess familiarity with the ICON Knowledge Base, ITIL processes, and service delivery, capturing and implementing changes to knowledge articles and processes. Perform remote troubleshooting through diagnostic techniques and pertinent questions, determining the best solution based on the issue and details provided by customers. Walk 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, problems, and their resolution in logs; and follow-up and update customer status and information. Provide feedback and suggestions from customers to the appropriate internal team, analyzing and recommending process improvements in the help desk functional environment. Use their knowledge and ability to interface with and aid in the resolution of complex issues with remote staff and internal Ti...Support Specialist, Help Desk, Support, Specialist, Help, Technology, Business Services