Senior Enterprise Service Desk Technician

MANTECH; Key West (FL); On-site; USD 80,000 - 110,000; Full time

Job summary

MANTECH seeks a motivated, career- and customer-oriented Senior Enterprise Service Desk Technician to join our team in Key West, FL. The role emphasizes escalation leadership, mentorship, and deep knowledge of enterprise systems.

You will drive knowledgebase development, lead improvement projects, analyze trends, and present performance insights while staying current with the latest technologies and best practices.

Qualifications

• 7+ years IT support or helpdesk experience or a bachelor’s degree with 5+ years of relevant experience.
• Deep understanding of Windows/macOS/Linux operating systems.
• Expertise in hardware, software, and network troubleshooting; proficient in remote support tools and ticketing systems.
• Experience with enterprise applications and systems such as Active Directory, Microsoft 365, and cloud services.

Responsibilities

• Serve as primary escalation point, mentoring and guiding mid and junior technicians.
• Lead development and maintenance of knowledgebase articles, troubleshooting guides, and training materials.
• Lead small-to-medium projects to improve Enterprise Service Desk processes.
• Perform trend analysis of support requests and present performance reports.
• Communicate effectively to build relationships and adopt new tools and practices.

Skills

Operating systems

Remote support

Ticketing systems

Education

Bachelor's degree in IT field

Tools

ServiceNow

Jira

Job description

MANTECH seeks a motivated, career and customer-oriented Senior Enterprise Service Desk Technician to join our team in Key West, FL.

Responsibilities Include But Are Not Limited To

• Serve as a primary escalation point, offering advanced mentorship, technical guidance, and leadership to mid and junior technicians in resolving complex incidents.
• Possess extensive and specialized knowledge of enterprise systems and applications, often leading in a specific technical area, and proactively identify and resolve potential systemic problems to minimize disruptions.
• Lead the development and maintenance of comprehensive knowledgebase articles, advanced troubleshooting guides, and specialized training materials.
• Lead and manage small-to-medium-sized projects and initiatives focused on improving Enterprise Service Desk processes through efficiency and innovation.
• Conduct in-depth trend analysis of support requests, identify recurring issues, and recommend strategic solutions to enhance service delivery, including developing and presenting detailed performance reports.
• Demonstrate exceptional communication, interpersonal, and leadership skills to build strong relationships, and stay current with the latest technologies and industry best practices to recommend new tools and methodologies.

Minimum Qualifications

• High School Diploma and seven (7) or more years of IT support, deskside support, systems administration or IT helpdesk experience
  • OR a bachelor’s degree in a relevant field of study and five (5) or more years of relevant experience.
• Deep understanding of operating systems (e.g., Windows, macOS, Linux).
• Expertise in troubleshooting hardware, software, and network problems and proficiency in using remote support tools and ticketing systems.
• Experience with enterprise applications and systems (e.g., Active Directory, Microsoft 365, cloud services).

Desired Qualifications

• Bachelor’s degree in information technology, computer science, or a related field.
• Knowledge of ITSM tools such as ServiceNow and Jira.
• Experience with scripting or automation tools.
• ITIL Foundation certificate, Cisco Certified Network Associate (CCNA), Microsoft certifications, and relevant IT certifications (e.g., CompTIA A+, Network+, Security+, ITIL Foundation).
• Experience at a DoD Combatant Command (e.g., SOUTHCOM, NORTHCOM, CENTCOM, CYBERCOM, INDOPACOM, EUCOM, AFRICOM, STRATCOM, TRANSCOM, SOCOM, SPACECOM) or a component.

Clearance Requirements

• Must have an active Secret clearance.

Physical Requirements

• Must be able to remain in a stationary position 50%.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.
• The person in this position frequently communicates with co-workers, management and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations.