Helpdesk Specialist - Military veterans preferred

2021-08-29
ManTech (www.mantech.com)
Other

/yr

  full-time   employee


Orlando
Florida
32899
United States

Secure our Nation, Ignite your Future

Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first.  At ManTech International Corporation, you’ll help protect our national security while working on innovative projects that offer opportunities for career advancement.

Currently, ManTech is seeking a motivated, career and customer-oriented Helpdesk Specialist to join our team in Orlando, Florida.

Responsibilities include, but are not limited to:

  • Provide polite, friendly, and helpful customer service by answer incoming calls from customers to create incident tickets, answer inquiries, questions, and provide information.
  • Answer calls and respond to emails
  • Handle customer inquiries both over the phone and by email
  • Research required information using available resources
  • Resolve customer concerns
  • Provide customers with product and service information
  • Enter new customer information into system
  • Update existing customer information
  • Process orders, forms, and applications
  • Identify and escalate priority issues
  • Route calls to appropriate resource
  • Follow up customer calls where necessary
  • Document all call information according to standard operating procedures

Basic Qualifications:

  • Two years’ experience providing Tier 1 IT support to end users
  • IAT Level II (CCNA Security, CySA+, GICSP, GSEC, Security+ CE, CND or SSCP) certification required
  • Polite, friendly, and helpful customer service and communications skills
  • Documentation and triage capabilities
  • Basic MS Office and Ticketing system experience
  • Able to communicate clearly over the phone to end users
  • Professional attitude
  • Willingness to learn new skills

Preferred Qualifications:

  • High school diploma or equivalent
  • Verbal and written communication skill
  • Listening skills
  • Customer service orientation
  • Organizational skills
  • Attention to detail
  • Good judgment
  • Adaptability
  • Teamwork
  • Knowledge of customer service principles and practices
  • Good data entry and typing skills

Security Clearance Requirements:

  • Active TS/SCI clearance

Physical Requirements:

  • Must be able to remain in a stationary position up to 75% of the time
  • Must be able to communicate with customer clearly and accurately
  • Must be able to observe and detect employee deviations from established policy

#LI-RS1

For all positions requiring access to technology/software source code that is subject to export control laws, employment with the company is contingent on either verifying U.S.-person status or obtaining any necessary license. The applicant will be required to answer certain questions for export control purposes, and that information will be reviewed by compliance personnel to ensure compliance with federal law. ManTech may choose not to apply for a license for such individuals whose access to export-controlled technology or software source code may require authorization and may decline to proceed with an applicant on that basis alone.

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 because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.

If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech's Corporate EEO Department at (703) 218-6000. ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged to apply. ManTech's utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies. ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access http://www.mantech.com/careers/Pages/careers.aspx as a result of your disability. To request an accommodation please click careers@mantech.com and provide your name and contact information.