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  • Annapolis Junction, MD

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Application Support Specialist II

ManTech International Corporation • Annapolis Junction, MD

Posted 28 days ago

Job Snapshot

Full-Time
Other Great Industries
Information Technology
0

Applicant

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Job Description

Group: MSS

Clearance Level Needed: Secret

Shift: Rotating

Category: Technical Assistance & Support

ManTech is seeking a Help Desk Analyst Level 2 to support a large and important program critical to our nations safety. The Help Desk Analyst - 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
  • Monitoring, reporting and documenting the health and status of the production system
  • Incident and service request ticket creation, updating and closure
  • Facilitate bridge calls for outages and maintenance windows
  • Create and send AWS alerts as needed
  • Participate in maintenance activities as needed
  • Creation of and transmission of daily and ad hoc reports
  • Next level troubleshooting of IT and non-IT related issues
  • Unlocking Secure Flight and eSecure Flight Records
  • Verify Secure Flight and eSecure Flight Availablity
  • Handle Secure Flight User Enrollment Errors
  • CSG TVC machine account unlock and password reset
  • Reset state of SFPD and send unsolicited BPPR message, if requested
  • Update daily shift logs
  • Meeting Service Level Agreements (SLA’s)
  • Assist with editing of Standard Operations Procedures and other supporting documentation



Job Requirements

Requires Bachelors Degree (in Computer Science or related field) or equivalent, and two to four years of related experience in computer hardware, software, networking systems, and in the set-up, configuration, use, and trouble shooting of computer systems. Position also requires:

  • Knowledge with Remedy Incident Management Prior experience in customer service or call center environment
  • Experience initiating and escalating incident tickets and/or problem reporting
  • Proficient with PC functions such as file search, network drive mapping, and directory structuring, cutting, copying & pasting activities.
  • 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
Additional Requirements:
  • Knowledgeable with Linux and Windows Account Management
  • Knowledgeable with SolarWinds and Tivoli monitoring
  • Strong technical knowledge in troubleshooting Windows workstation and custom application problems
  • Ability to work on individual tasks, as well as team-oriented tasks.
  • Ability to prioritize competing priorities.
  • Ability to work under a cross-matrix management structure
.



Job ID: 96412BR
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