What are the responsibilities and job description for the Cloud Desktop Support Specialist position at ManTech?
ManTech seeks a highly motivated and customer-focused Cloud Desktop Support Specialist to join our team in Hanover, MD. Our team delivers enterprise infrastructure capabilities for a global workforce performing a wide range of missions in defense of our Nation. This effort supports the Enterprise Infrastructure Services (EIS) organization, which oversees MPO’s Enterprise Information Technology (EIT)—the backbone platform for all enterprise users.
Responsibilities include, but are not limited to
- Provide Tier I/II technical support, adhering to established guidelines for the delivery and management of cloud-based resources.
- Offer comprehensive support for the implementation, troubleshooting, and maintenance of customer resources, both cloud-based and local.
- Serve as the primary technical point of contact for users, escalating complex issues to the Tier 2 and 3 teams as necessary.
- Maintain currency of relevant documentation, actively updating Wiki and SharePoint knowledge bases with new information and solutions.
- Monitor and respond promptly to inquiries and issues in designated chat rooms.
Minimum Qualifications
- Zero (0) years of direct experience required, provided the candidate possesses an entry-level cloud certification.
- A Bachelor’s degree in a related technical discipline from an accredited college or university is required
- Must be exceptionally customer-service focused and highly responsive to user needs.
- Must hold an IAT II certification (e.g., Security or equivalent); candidates will have 60 days from program start to obtain it
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Must possess an entry-level cloud certification from one of the following providers:
- Azure (e.g., Azure Fundamentals)
- AWS (e.g., AWS Cloud Practitioner)
- OpenStack (relevant entry-level certifications)
Preferred Qualification
- Demonstrate strong interpersonal skills, fostering positive interactions with users and team members.
- Possess excellent written and verbal communication skills, capable of explaining technical concepts clearly.
- Be responsible for drafting clear and concise documentation, including FAQs and internal knowledge articles, to empower users and streamline support processes.
- Prior help desk or customer experience
Clearance Requirements:
- Must possess and maintain a current/active TS/SCI clearance with Polygraph
Physical Requirements:
- Must be able to remain in a stationary position 50% of the time
- Occasionally moves about inside the office to access file cabinets, office machinery, etc.
- Frequently communicates with co-workers, management, and customers, including delivering presentations. Must be able to exchange accurate information in these situations
