Help Desk Specialist Staff
9/17/17
ManTech (www.mantech.com)
Other
/yr
Full Time
Employee
Contractor
Mayport
Florida
United States
Application Systems Help Desk Specialist
ManTech's Mission Solutions and Services (MSS) group is seeking a skilled Help Desk Support Specialist for its Mayport, FL location. The individual will be supporting a suite of NAVSEA applications. The candidate will provide Help Desk related tasks such as the following:
? Respond to help desk requests from the user community supporting three Navy computer systems.
? Develop Standard Operating Procedures (SOPs) for the help desk and follow those SOPs.
? Use Remedy and its ticketing process / status. Interact with Navy311 personnel as required. Experience with Remedy a strong plus.
? Troubleshoot application issues and resolve and escalate to higher level for resolution.
? Create and maintain system accounts including maintenance of system access records (SAAR forms).
? Excellent communication skills required, both oral and written. Communicate with end users as well as the government PM and other stakeholders. Work with SMEs, systems administrators, DBAs and developers to resolve issues.
? Provide assistance in troubleshooting microcomputer-related issues, networking, PKI / CAC and general environment-related issues. System administration / Oracle DBA experience is a plus.
? Learn the computer systems supported on the task so that functional questions can be addressed as well.
? Support training registration and certificate generation for government training courses related to the supported systems.
? Track and report accurate metrics for help desk activity.
? Provide status reporting to management.
? Participate in testing events of the supported systems.
? Attention to detail is required.
? Work cooperative and constructively with government managers and bring a positive attitude to process changes.
? Knowledge of CDMD-OA, RADWeb or CMRM is a strong plus. Knowledge or experience with Navy systems, in general, is a plus.
A secret clearance is required.