Mission-Critical IT Support & Knowledge Management Pro

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• Audit and remove outdated documentation to keep resources current.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

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.