Systems Analyst

hackajob is collaborating with MANTECH to connect them with exceptional professionals for this role.

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

Responsibilities include but are not limited to:

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• Provide first-level technical support to end users across the organization.
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• Troubleshoot and resolve basic hardware, software, and network issues, escalating more complex problems to higher tiers.
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• Log and track incidents and service requests within a ticketing system, ensuring timely resolution and accurate documentation.
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• Meet Service Level Agreements (SLA) and maintain high levels of customer satisfaction.
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• Use knowledgebase articles and other resources to efficiently resolve user issues.
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• Develop their problem-solving and interpersonal skills under the guidance of senior and mid-level Technicians.
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• Assist in user training and self-service initiatives, contributing to a positive user experience.
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Minimum Qualifications:

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• High School Diploma
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• One (1) or more years of relevant experience working in a Service Desk or Systems Administration environment.
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• Fundamental understanding of computer hardware (desktops, laptops, peripherals) and software (Windows OS, common applications).
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• Basic understanding of networking concepts (connectivity, TCP/IP).
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• Familiarity with common software applications (Microsoft Office Suite, web browsers).
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Preferred Qualifications:

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• Bachelor’s degree in information technology, computer science, or a related field.
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• Experience supporting DoD programs.
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• Experience in IT service management and ITIL-informed processes. Knowledge of ITSM tools such as ServiceNow and Jira.
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• Experience with a ticketing system (even if in an educational setting) and remote desktop support tools.
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• Basic experience with Active Directory.
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• Basic hardware troubleshooting experience.
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Clearance Requirements:

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• Must have a current/active Secret clearance.
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Physical Requirements:

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• Must be able to remain in a stationary position 50%.
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• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.
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• 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.
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