Senior Help Desk Specialist

Responsibilities

• Serving as the first line of support by resolving Tier 1 and Tier 2 technical issues and ensuring timely restoration of services that keep mission operations running smoothly
• Delivering exceptional customer service across phone, email, and chat channels to create a seamless and professional end-user experience aligned with MANTECH’s commitment to excellence and integrity
• Actively suggesting process improvements aimed at elevating customer satisfaction
• Troubleshooting hardware, Windows OS, Microsoft 365, Mac OS, and basic network connectivity issues to minimize downtime and maximize user productivity
• Escalating complex incidents to engineering teams with clear and thorough documentation to ensure efficient handoff and resolution continuity
• Maintaining accurate service tickets and standard operating procedures to strengthen operational consistency and team performance
• Analyzing support trends and recommending process improvements that enhance service delivery and drive measurable results

Requirements

• Bachelor’s degree or 4+ years of additional IT experience in lieu of a degree
• 3+ years of IT support experience
• Experience with resolving Tier 1 and Tier 2 technical issues in enterprise environments
• Experience with Mac OS version 25/26, Azure environments, M365 applications
• Working knowledge of Active Directory and/or Entra ID for user account administration
• Working knowledge of Microsoft Azure
• Experience using service management and ticketing tools such as JIRA and working within established SLA guidelines
• Ability to document technical processes and create knowledge base articles or standard operating procedures
• Ability to analyze trends in support requests to identify recurring issues, recommend solutions, and lead projects or initiatives to improve Service Desk processes

Qualifications

• Must be a US Citizen with the ability to obtain a Secret Clearance
• Physical requirements: Must be able to remain in a stationary position 50% of the time. Needs to occasionally move about inside the office to access file cabinets, office machinery, and related equipment. Frequently communicates with co-workers, management, and customers, which may involve delivering presentations, and must be able to exchange accurate information in these situations.