Application Support Specialist II

ManTech International Corporation - Annapolis Junction, MD (30+ days ago)4.0

ManTech is seeking a Help Desk Analyst Level 2 to support a large and important program critical to our nations safety. The Help Desk Analyst - L2 performs activities related to IT Service Desk Support and systems monitoring. This position is staffed and supported by rotating shifts to cover a 24x7x365 work schedule. This position will routinely perform activities associated with IT customer support and systems monitoring, including but not limited to:
Proficient in all OSC Shift Operator L1 functions
Monitoring, reporting and documenting the health and status of the production system
Incident and service request ticket creation, updating and closure
Facilitate bridge calls for outages and maintenance windows
Create and send AWS alerts as needed
Participate in maintenance activities as needed
Creation of and transmission of daily and ad hoc reports
Next level troubleshooting of IT and non-IT related issues
Unlocking Secure Flight and eSecure Flight Records
Verify Secure Flight and eSecure Flight Availablity
Handle Secure Flight User Enrollment Errors
CSG TVC machine account unlock and password reset
Reset state of SFPD and send unsolicited BPPR message, if requested
Update daily shift logs
Meeting Service Level Agreements (SLA’s)
Assist with editing of Standard Operations Procedures and other supporting documentation

Qualifications Requires Bachelors Degree (in Computer Science or related field) or equivalent, and two to four years of related experience in computer hardware, software, networking systems, and in the set-up, configuration, use, and trouble shooting of computer systems. Position also requires:

Knowledge with Remedy Incident Management Prior experience in customer service or call center environment
Experience initiating and escalating incident tickets and/or problem reporting
Proficient with PC functions such as file search, network drive mapping, and directory structuring, cutting, copying & pasting activities.
Ability to communicate and coordinate with various customers and stakeholders on a variety of issues
Ability to assist with maintaining documentation reflecting the current operational environment
Team player with strong interpersonal skills Strong oral and written communication skills

Additional Requirements:
Knowledgeable with Linux and Windows Account Management
Knowledgeable with SolarWinds and Tivoli monitoring
Strong technical knowledge in troubleshooting Windows workstation and custom application problems
Ability to work on individual tasks, as well as team-oriented tasks.
Ability to prioritize competing priorities.
Ability to work under a cross-matrix management structure

Degrees Bachelor's Preferred
See Qualifications
Years of Experience See Qualifications