Service Desk Technician, Joint Operations Center Watch

MANTECH; Miami (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

MANTECH seeks a motivated, career- and customer-oriented Service Desk Technician for the Joint Operations Center Watch in Doral, FL. The role provides real-time Tier I/II IT support to operational watchstanders and JOC personnel.

Qualifications include strong AD/Windows skills, ticketing experience (ServiceNow/Remedy), and an active top secret clearance with eligibility for TS/SCI. 5+ years of IT service desk experience or an associate's degree with 3+ years, or a BS with 1+ year is acceptable.

Qualifications

• Requires IT service desk or desktop support experience in an enterprise environment.
• Proven ability to log, track, prioritize, and resolve tickets.

Responsibilities

• Provide real-time Tier I/II IT service desk and desktop support to watchstanders and JOC personnel.
• Log, track, prioritize, and resolve technical service tickets, outages, and incidents.
• Install, configure, troubleshoot, and maintain desktop hardware, OS, and secure communications tools.
• Manage user accounts, passwords, and AD permissions across command networks.
• Collaborate with cross-functional teams to resolve escalated IT issues.
• Maintain IT asset inventories, baselines, and change logs.
• Recommend and implement process improvements for service desk efficiency.

Skills

Active Directory administration

Windows operating systems

Ticketing systems

Real-time IT service desk

Education

High School Diploma or GED + 5+ years IT service desk

Associate’s degree + 3+ years relevant experience

Bachelor’s degree in CS/IT + 1+ year experience

Tools

ServiceNow

Remedy

Job description

MANTECH seeks a motivated, career and customer-oriented Service Desk Technician, Joint Operations Center Watch to join our team in Doral, FL.

Responsibilities Include But Are Not Limited To

• Providing real-time Tier I/II IT service desk and desktop support to operational watchstanders and JOC personnel.
• Logging, tracking, prioritizing, and resolving technical service tickets, system outages, and hardware/software incidents.
• Installing, configuring, troubleshooting, and maintaining desktop hardware, peripherals, operating systems, and secure communications tools.
• Managing user accounts, password resets, active directory permissions, and system access requests across command networks.
• Collaborating with cross-functional technical teams, systems administrators, and watch officers to resolve escalated operational IT issues.
• Maintaining accurate IT asset inventories, service desk baselines, configuration management logs, and shift handoff documentation.
• Recommending and implementing continuous process improvements to enhance service desk efficiency and customer support workflows.

Minimum Qualifications

• High School Diploma or GED with 5+ years of progressively responsible experience in IT service desk or desktop support operations.
• OR an associate’s degree and 3+ or more years of relevant experience
• OR a bachelor’s degree in Computer Science, Information Technology, or a related field with 1+ years of relevant experience
• Proven experience providing technical desktop support, IT helpdesk troubleshooting, and hardware maintenance in an enterprise environment.
• Strong background in Active Directory administration, Windows operating systems, peripheral device configuration, and ticketing systems (e.g., ServiceNow, Remedy).
• IAT Level II Certification for example: CompTIA Security+
• AZ-104 or MD-102 (obtained within 3 months of starting)

Preferred Qualifications

• Relevant professional certifications such as CompTIA Security+, CompTIA A+, CompTIA Network+, or ITIL Foundation.
• Prior experience supporting U.S. Military Command operations, Joint Operations Centers (JOC), or Combatant Command watch floor environments.
• Familiarity with C4I system workstations, DoD STIG baseline compliance, and secure VDI desktop environments.
• Demonstrated ability to collaborate effectively across multi-disciplinary teams in high-stress, fast-paced 24/7 operational settings.

Clearance Requirements

• Must hold a current/active top secret security clearance.
• Must be eligible to obtain a TS/SCI clearance.

Physical Requirements

• Must be able to remain in a stationary position 50%.
• Needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Frequently communicates with co-workers, management, and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations.