Systems Analyst

MANTECH; Miami (FL); Sur place; USD 55 000 - 75 000; Plein temps

Résumé du poste

MANTECH in Doral, FL is seeking a motivated Systems Analyst to join our team. You will provide first-level technical support, troubleshoot hardware, software, and network issues, and log incidents in our ticketing system while meeting SLAs.

The role requires a high school diploma and 1+ year in service desk or systems administration, with knowledge of Windows, networking, and office software. Preferred: Bachelor's degree, ITIL/ITSM tools, Active Directory, and DoD program experience.

Qualifications

• Experience in a service desk or systems administration environment.
• Fundamental understanding of computer hardware and software.
• Familiarity with Windows OS, networking concepts, and common applications.

Responsabilités

• Provide first-level technical support to end users across the organization.
• Troubleshoot and resolve basic hardware, software, and network issues; escalate as needed.
• Log and track incidents and service requests within a ticketing system with documentation.
• Meet SLAs and maintain high levels of customer satisfaction.
• Use knowledgebase articles and other resources to resolve user issues.
• Develop problem-solving and interpersonal skills under supervision.
• Assist in user training and self-service initiatives.

Connaissances

Service Desk experience

Systems Administration

Windows OS

Networking basics

Microsoft Office

Web browsers

Formation

High School Diploma

Bachelor’s degree (preferred)

Outils

ServiceNow

Jira

Active Directory

Description du poste

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.