Knowledge Management IT Support Lead

MANTECH; Miami (FL); On-site; USD 85,000 - 110,000; Full time

Job summary

MANTECH in Doral, FL seeks a Knowledge Management IT Support Specialist to drive Tier 1/2 IT support for DoD networks, manage the knowledge base, and document procedures. You will collaborate with Systems Engineers, Cyber Security, and Network Specialists to capture tribal knowledge and maintain compliance.

The role requires DoD Top Secret eligibility, current IAT Level II certification, and experience with ITSM tools like ServiceNow, Remedy, or Jira Service Management.

Qualifications

• Bachelor’s degree in CS/IT/related field with 3+ years IT support or knowledge management experience.
• OR an associate’s degree with 5+ years of relevant experience.
• OR a high school diploma with 7+ years of relevant experience.
• Current DoD 8570/8140 IAT Level II certification (e.g., Security+ CE, CCNA Security, CySA+).
• MD 102 or AZ 104 (must be obtained within 3 months of starting).
• Experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management.

Responsibilities

• Provide Tier 1 and 2 IT support for hardware, software, network, mobile devices, and peripherals.
• Log, track, and resolve IT service requests using enterprise ticketing systems.
• Perform workstation imaging, deployment, and account provisioning; patch management.
• Troubleshoot software, VPN, and network issues; escalate to Tier 3 with diagnostic steps.
• Build and optimize enterprise Knowledge Base, wikis, and SharePoint repositories.
• Translate complex workflows into KB articles, SOPs, guides, and FAQs.
• Review and retire outdated docs; analyze ticket trends to identify gaps and training needs.

Skills

IT Support

Knowledge Management

Documentation

KB Articles

Ticketing Systems

Education

Bachelor’s degree in CS/IT/related field

Associate’s degree with 5+ years experience

High School Diploma with 7+ years experience

Tools

ServiceNow

BMC Remedy

Jira Service Management

Job description

MANTECH in Doral, FL seeks a Knowledge Management IT Support Specialist to drive Tier 1/2 IT support for DoD networks, manage the knowledge base, and document procedures. You will collaborate with Systems Engineers, Cyber Security, and Network Specialists to capture tribal knowledge and maintain compliance.

The role requires DoD Top Secret eligibility, current IAT Level II certification, and experience with ITSM tools like ServiceNow, Remedy, or Jira Service Management.