Systems Analyst

Summary

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, 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.

Job Description

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, 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.