Knowledge Management IT Support Specialist

MANTECH; Florida; On-site; USD 100,000 - 140,000; Full time

Job summary

MANTECH in Doral, Florida is seeking a Knowledge Management IT Support Specialist to provide Tier 1/2 IT support across DoD networks, manage tickets, deploy and configure workstations, and maintain documentation.

The role requires a Bachelor's or higher in a related field, DoD 8570/8140 IAT Level II, MD-102 or AZ-104 within 3 months, and active TS/SCI clearance. Proficiency with ServiceNow, Remedy, or Jira Service Management is essential.

Qualifications

• Bachelor's degree or equivalent with relevant IT support/knowledge management experience.
• Current TS/SCI clearance and DoD IAT Level II certification.
• Experience with ITSM tools ServiceNow, Remedy, or Jira Service Management.
• MD-102 or AZ-104 certification to be obtained within 3 months of starting.
• Ability to lift up to 35 pounds.

Responsibilities

• Deliver Tier 1 and Tier 2 IT support for hardware, software, network access, and devices across NIPRNet, SIPRNet, and specialized networks.
• Receive, record, track, and resolve IT service requests via enterprise ticketing platforms such as ServiceNow or Remedy.
• Image and deploy workstations; install software; provision accounts (AD, CAC).
• Diagnose connectivity issues; escalate complex issues to Tier 3 with notes.
• Develop, maintain, and improve the enterprise IT knowledge base and SOPs.
• Convert workflows into clear knowledge base articles and user guides.
• Audit and remove outdated documentation to keep resources current.
• Review ticket trends to identify gaps and training needs.

Skills

IAT Level II certification

TS/SCI clearance

DoD 8570/8140 knowledge

Education

Bachelor's degree in CS/IT/Communications or related field

Associate's degree + 5 years experience

HS diploma + 7 years experience

Tools

ServiceNow

BMC Remedy

Jira Service Management

Job description

Salary: $100,000 - 140,000 per year

Requirements:

• Bachelors degree in computer science, information technology, communications, or a related field, plus at least 3 years of relevant IT support or IT infrastructure knowledge management experience; alternatively, an associates degree plus 5 years of relevant experience, or a high school diploma plus 7 years of relevant experience.
• Current DoD 8570/8140 IAT Level II certification, such as CompTIA Security+ CE, CCNA Security, or CySA+.
• MD-102 or AZ-104 certification, to be obtained within 3 months of starting.
• Experience with ITSM tools such as ServiceNow, BMC Remedy, or Jira Service Management.
• Current, active Top Secret security clearance and eligibility to obtain and maintain a TS/SCI clearance.
• Ability to remain stationary for 50% of the time, operate computers and office equipment, communicate technical information, and lift or move IT equipment weighing up to 35 pounds.
• Preferred: Experience supporting a DoD Combatant Command or joint military environment.
• Preferred: HDI certification or KCS Fundamentals/Principles certification.
• Preferred: ITIL v3 or v4 Foundation certification.
• Preferred: Experience with Section 508 accessibility compliance and operational security (OPSEC) content filtering.

Responsibilities:

• Deliver Tier 1 and Tier 2 technical support for hardware, software, network access, mobile devices, and peripherals across NIPRNet, SIPRNet, and specialized networks.
• Receive, record, track, and resolve IT service requests through enterprise ticketing platforms such as ServiceNow or Remedy.
• Image and deploy workstations; install software; provision accounts, including Active Directory and Secret/NIPR CAC configuration; and perform routine patch management.
• Diagnose system irregularities, peripheral failures, basic LAN/WAN and VPN connectivity issues, and desktop applications such as Microsoft 365, Teams, and Outlook. Escalate complex issues to Tier 3 engineering teams with diagnostic notes and reproduction steps.
• Develop, maintain, and improve the enterprise IT knowledge base, internal wikis, and SharePoint repositories. Work with systems engineering, cybersecurity, and network teams to document operational procedures and capture institutional knowledge.
• Convert technical workflows, fixes, and escalation processes into clear, standardized knowledge base articles, SOPs, user guides, and FAQs.
• Audit and remove outdated documentation to keep service desk resources accurate, searchable, and aligned with operational standards.
• Review ticket trends and knowledge base usage to identify documentation gaps, self-service opportunities, and end-user training needs.

Technologies:

• Active Directory
• Hardware
• Support
• ITIL
• ITSM
• JIRA
• LAN
• Microsoft 365
• Mobile
• Network
• Security
• ServiceNow
• SharePoint
• VPN
• Office 365

More:

We are MANTECH, working with hackajob to connect exceptional professionals with this opportunity. We are seeking a motivated, mission-oriented Knowledge Management IT Support Specialist to join our team in Doral, Florida.

last updated 41 week of 2026