ManTech seeks a motivated, career and customer-oriented Technical Support Representative to join our team in Herndon, VA.

Responsibilities To Included But 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
• 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
• Provide polite and friendly customer service
  
  

Minimum Requirements

• BS Degree
• Minimum of 1 year experience working in a Tier I capacity
• 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
• The ability to navigate and explain complex solutions to customers over the phone
• Exceptional attention to detail
  
  

Clearance Requirements

• Must have an active Top Secret
  
  

Physical Requirements

• Must be able to be in a stationary position more than 50% of the time
• Must be able to communicate, converse, and exchange information with peers and senior personnel
• Constantly operates a computer and other office productivity devices
• The person in this position frequently communicates with co-workers, management and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, and must be able to lift and move objects weighing 25 pounds or more