ManTech Help Desk Analyst Level 2 in Colorado Springs, Colorado

The Operations Support Center (OSC) Shift Operator –L2 performs activities related to IT Service Desk Support and systems monitoring. This position is staffed and supported by rotating shifts to cover a 24x7x365 work schedule. This position will routinely perform activities associated with IT customer support and systems monitoring,including but not limited to:

  • Proficient in all OSC Shift Operator L1 functions

  • Manually uploading and processing critical data files directly related to the ability of the organization to provide vetting services to TSA customer organizations

  • Proactive monitoring,reporting and documenting the health and status of the production systems and data flow using commercial and proprietary monitoring tools

  • Creation,analysis and transmission of critical reports providing time sensitive updates to TSA customer organizations on potential terrorist activity

  • Incident and service request ticket creation, analysis, routing, tracking, updating and closure

  • Coordinate the escalation and conduct bridge/conference calls for complicated maintenance activities and critical outages, including the creation and transmission of AWS alerts as needed

  • Provide technical support on mission critical systems during maintenance activities and outages

  • Creation of and transmission of daily and ad hoc reports

  • Second level troubleshooting of IT and non-IT related issues issues identified thru monitoring tools and system checks

  • Verify system application execution to ensure mission critical applications are operating as expected

  • Reset and unlock critical system messages and records

  • Create,consolidate and post daily shift logs

  • Perform Access Management roles, including processing User Access Requests for all systems, account creations, unlocking accounts and/or resetting passwords

  • On-site facilities checks verifying the integrity of the mission systems

  • Assist with editing of Standard Operations Procedures and other supporting documentation

Qualifications

  • Knowledgeable with Remedy Incident Management

  • Prior experience in customer service or call center environment

  • Experience initiating and escalating incident tickets and/or problem reporting

  • Ability to apply critical thinking, analysis and problem solving skills in order to to make mission impacting decisions on reported issues

  • Ability to communicate and coordinate requirements with various customers and stakeholders on a variety of issues

  • Proficient with PC functions such as file search, network drive mapping, and directory structuring, cutting, copying & pasting activities

  • Proficient with Microsoft Office applications

  • Ability to communicate and coordinate with various customers and stakeholders on a variety of issues

  • Ability to assist with maintaining documentation reflecting the current operational environment

  • Team player with strong interpersonal skills

  • Strong oral and written communication skills

Degrees

Bachelor's Preferred, See Qualifications

Years of Experience

See Qualifications

Position Type

Full-Time

Shift

Rotating

Overview

ManTech International Corporation is comprised of approximately 7,300 talented employees who use advanced technology to help government and industry meet some of their greatest challenges around the world. We adhere to the simple, no-nonsense values on which ManTech was founded more than four decades ago, aligning squarely with the mission objectives of our customers. As our customer base continues to expand and diversify, we continue to diversify our workforce and solutions. Nearly half our employees have a military background, and approximately 70 percent hold a government security clearance. As a leading provider of innovative technology services and solutions for the nation's defense, security, health, space, and intelligence communities; we hold nearly 1,100 active contracts with more than 50 different government agencies.

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 Waretime 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.

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