Knowledge Management IT Support Pro (Tier 1-2)

ManTech; Florida; On-site; USD 65,000 - 95,000; Full time

Job summary

ManTech is seeking a Knowledge Management IT Support Specialist to join the team in Doral, FL. The role focuses on Tier 1/2 IT support across DoD networks and developing a robust knowledge base and SOPs.

Responsibilities include imaging, software deployment, account provisioning, and knowledge management collaboration with security and network teams. Top Secret eligibility and related certifications are required.

Qualifications

• Bachelor’s degree with 3+ years IT support or knowledge management in IT infra.
• Alternative: associate degree with ≥5 years of relevant experience.
• Or high school diploma with ≥7 years of relevant experience.
• DoD 8570/8140 IAT II certs (e.g., Security+), and MD 102/AZ 104 within 3 months.
• Experience with ITSM tools like ServiceNow, Remedy, Jira Service Management.

Responsibilities

• Provide Tier 1/2 support for hardware, software, network, and devices across DoD networks.
• Log, track, and resolve IT service requests in enterprise ticketing systems.
• Image workstations, deploy software, provision accounts, and patch management.
• Troubleshoot LAN/WAN, VPN, and desktop apps; escalate complex issues.
• Build and maintain the enterprise knowledge base, wikis, and SharePoint.
• Translate tech workflows into clear KB articles, SOPs, and user guides.
• Audit and retire outdated docs; analyze ticket trends for improvements.

Skills

IT Support

ServiceNow

Remedy

Active Directory

SharePoint

End-User Training

Documentation

MS Office 365

Education

Bachelor’s degree in CS/IT/Comm

Associate’s degree + 5+ yrs exp

High School Diploma + 7+ yrs exp

Tools

Jira Service Management

BMC Remedy

Ticketing systems

Job description

ManTech is seeking a Knowledge Management IT Support Specialist to join the team in Doral, FL. The role focuses on Tier 1/2 IT support across DoD networks and developing a robust knowledge base and SOPs.

Responsibilities include imaging, software deployment, account provisioning, and knowledge management collaboration with security and network teams. Top Secret eligibility and related certifications are required.