Easter Seals Jobs

ManTech is seeking a motivated, career and customer-oriented IT Service Desk Specialist to join our team in Altadena, CA . This is a hybrid position. Expanded telework options may be available depending on location or on a case-by-case basis.

Responsibilities include, but are not limited to:

• Provide Tier I contact and incident resolution to customers with hardware, software, and application problems.

• Provides remote phone, email and chat troubleshooting support for application, desktop, network and mobile device issues (incidents), as well as customer requests (i.e. password resets), and record all information accurately in the Service Now CRM ticketing tool. May also make outboard service calls to potential customers.

• When new solutions are derived to resolve issues, Tier 1 agents will provide documentation to Service Desk leadership and Knowledge Managers to have new Knowledgebase articles created. Install system wide software and assist with fine-tuning system performance.

• Strong written and verbal communication skills.

• Act as a single point of contact for existing incident and requests

• Identify process and procedures which need to be corrected or added to the Knowledge base

• Manage time and workload to meet predetermined service levels

• Attention to detail and a can-do attitude.

• Provide polite and friendly customer service.

Minimum Qualifications:

• Bachelor's degree in a relevant technical field or equivalent with 3+ years of related technical support and/or systems experience or a High School diploma and 7 years of relevant experience

• Working knowledge of computers, printers, laptops, and common Windows and MacOS applications in a Windows and MacOS environment.

• Large Enterprise-level IT experience in supporting multiple Operating Systems and environments.

• Experience using ServiceNow as a CRM desired, but not requiredPreferred Qualifications:

• Minimum of 1 years’ experience working in a Tier I capacity.

• The ability to navigate and explain complex solutions to customers over the phone

Preferred Qualifications:

• Experience using ServiceNow as a CRM

• Minimum of 1 years’ experience working with an ITSM platform (SNOW preferred)

Clearance Requirements:

• U.S. citizenship

• Ability to obtain and maintain a Public Trust clearance

Physical Requirements:

• Sedentary work that primarily involves sitting/standing/walking/Talking and must be able to remain in a stationary position 50%.

• Moving about to accomplish tasks or moving from one work site to another.

• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.

• Requires frequently communicates with co-workers, management, and customers.

• Communicating with others to exchange information.

• Working with computers.

• Must be able to lift and move hardware weighing up to 50 pounds.

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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

If you are a qualified individual with a disability and require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please email us at careers@mantech.com and provide your name and contact information.