Systems Analyst

ManTech; Florida; On-site; USD 52,000 - 65,000; Full time

Job summary

MANTECH seeks a motivated Systems Analyst in Doral, FL to provide first-level technical support for end users across the organization. Responsibilities include troubleshooting, incident logging, and ensuring timely resolution while meeting SLAs.

The role emphasizes developing problem-solving skills, contributing to user training, and supporting DoD programs with ITIL-aligned processes. A current Secret clearance is required or the ability to obtain one.

Qualifications

• High School Diploma required.
• 1+ year of experience in a Service Desk or Systems Administration.
• Basic hardware and software knowledge (Windows OS, common apps).
• Basic networking understanding (TCP/IP).
• Familiar with MS Office and web browsers.

Responsibilities

• Provide first-level technical support to end users.
• Troubleshoot hardware, software, and network issues with escalation as needed.
• Log and track incidents in a ticketing system with timely resolution.
• Meet SLAs and maintain high customer satisfaction.
• Use knowledgebase resources to resolve issues efficiently.
• Develop problem-solving and interpersonal skills with guidance from senior staff.
• Assist in user training and self-service efforts.

Skills

Hardware basics

Windows OS

Networking basics (TCP/IP)

MS Office

Ticketing experience

Customer service

Education

High School Diploma

Bachelor’s degree in information technology or computer science

Tools

ServiceNow

Jira

ITIL processes

Remote desktop tools

Job description

MANTECH seeks a motivated, career and customer-oriented Systems Analyst to join our team in Doral, FL.

Responsibilities include but are not limited to:

• Provide first-level technical support to end users across the organization.

• Troubleshoot and resolve basic hardware, software, and network issues, escalating more complex problems to higher tiers.

• Log and track incidents and service requests within a ticketing system, ensuring timely resolution and accurate documentation.

• Meet Service Level Agreements (SLA) and maintain high levels of customer satisfaction.

• Use knowledgebase articles and other resources to efficiently resolve user issues.

• Develop their problem-solving and interpersonal skills under the guidance of senior and mid-level Technicians.

• Assist in user training and self-service initiatives, contributing to a positive user experience.

Minimum Qualifications:

• High School Diploma

• One (1) or more years of relevant experience working in a Service Desk or Systems Administration environment.

• Fundamental understanding of computer hardware (desktops, laptops, peripherals) and software (Windows OS, common applications).

• Basic understanding of networking concepts (connectivity, TCP/IP).

• Familiarity with common software applications (Microsoft Office Suite, web browsers).

Preferred Qualifications:

• Bachelor’s degree in information technology, computer science, or a related field.

• Experience supporting DoD programs.

• Experience in IT service management and ITIL-informed processes. Knowledge of ITSM tools such as ServiceNow and Jira.

• Experience with a ticketing system (even if in an educational setting) and remote desktop support tools.

• Basic experience with Active Directory.

• Basic hardware troubleshooting experience.

Clearance Requirements:

• Must have a current/active Secret clearance.

• Must be eligible to obtain and maintain a TS/SCI 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.

MANTECH International Corporation considers all qualified applicants for employment without regard to disability or veteran status or any other status protected under any federal, state, or local law or regulation.

If you need a reasonable accommodation to apply for a position with MANTECH, please email us at [e-mail] and provide your name and contact information.