ManTech seeks a motivated, career and customer-oriented **Tier 2 Service Desk Specialist** to join our team in **Altadena, California** . This is a **hybrid** position. **Responsibilities include, but are not limited to:** + Provide Tier II contact and incident resolution to customers with hardware, software, and application problems. Responsible for providing the first line of customer support of hardware, systems, sub-systems and/or applications for customers and/or employees + Answer questions about installation, operation, configuration, customization, and usage of assigned products + Apply diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures + Responsible for ensuring customer satisfaction by resolving technical issues and ensuring end-user needs are met + Provides remote phone, email and chat troubleshooting support for application, desktop, network and mobile device issues (incidents), as well as customer requests (i.e. password resets), and record all information accurately in the Service Now CRM ticketing tool. May also make outboard service calls to potential customers + When new solutions are derived to resolve issues, will provide documentation to Service Desk leadership and Knowledge Managers to have new Knowledgebase articles created. Install system wide software and assist with fine-tuning system performance + Act as a single point of contact for existing incident and requests **Minimum Qualifications:** + Bachelor's degree in a relevant technical field or equivalent; an additional 3 years of relevant IT experience may be considered in lieu of degree + 2+ years of technical support and/or systems experience + Working knowledge of computers, printers, laptops, and common Windows applications in a Windows environment. + Large Enterprise-level IT experience in supporting multiple Operating Systems and environments + Interpersonal and People Skills, Listening Skills, Multi-Tasking Ability **Preferred Qualifications:** + Knowledge of JPL systems **Clearance Requirements:** + Must be a U.S. Citizen and be able to obtain and maintain a Public Trust prior to starting this position. **Physical Requirements:** + Sedentary work that primarily involves sitting/standing/walking/Talking and must be able to remain in a stationary position 50%. + Moving about to accomplish tasks or moving from one work site to another. + The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc. + Requires frequently communicates with co-workers, management, and customers. + Communicating with others to exchange information. + Working with computers. + Must be able to lift and move hardware weighing up to 50 pounds. ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you are a qualified individual with a disability and require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please email us at careers@mantech.com and provide your name and contact information.