MANTECH seeks a motivated, career-oriented, and customer-focused Incident Technician to support front-line IT service operations. In this dynamic role, you will troubleshoot and resolve a wide range of IT issues while providing responsive, high-quality support to end users. You will join a collaborative environment that values teamwork, continuous learning, and career development.
RESPONSIBILITIES
You will deliver timely and effective technical support services to a diverse user base. Responsibilities include but are not limited to:
Following ITIL processes to receive, prioritize, and resolve IT incidents, service requests, and user support needs
Analyzing, troubleshooting, and applying fixes for hardware, software, networking, and application issues, including remote desktop triage and system repair using remote tools
Responding to and resolving technical issues related to Windows Active Directory, Microsoft Office, enterprise applications, web browsers, and telecommunications systems
Answering user inquiries regarding system procedures, application usage, and downtime; escalating complex issues when necessary
Traveling locally between customer facilities and supporting temporary assignments as required
Providing team-based coverage between 6:00 AM and 6:00 PM; the standard shift for this role is Monday through Friday, 7:00 AM to 3:30 PM
MINIMUM QUALIFICATIONS
High School Diploma and 6+ years of relevant experience, or Associate’s Degree and 4+ years of experience, or Bachelor’s Degree and 2+ years of experience
Minimum 2 years of technical support experience in a help desk, service desk, or incident response role
Proven ability to diagnose and resolve technical problems involving hardware, software, networking, and telecom systems
Experience supporting Windows 10, Microsoft Office 2016 or later, and common business applications
Working knowledge of Windows Active Directory, basic networking (TCP/IP), and standard IT support tools
PREFERRED QUALIFICATIONS
CUSTOMER-specific Component Mission Administrator (CMA) or Directorate Mission Administrator (DMA) certification
Excellent communication, analytical, and interpersonal skills
Experience using remote desktop support tools and enterprise IT ticketing systems (e.g., ServiceNow, Remedy, Jira Service Management)
Ability to adapt to shifting tasks and learn new technologies quickly
Strong attention to detail and organizational capabilities
CLEARANCE REQUIREMENTS
PHYSICAL REQUIREMENTS
You must be able to remain in a stationary position for at least 50 percent of the time. You must also be able to operate computers, phones, and standard office equipment for extended periods. You will need to move between offices and buildings, including accessing under desks, raised floors, and confined server closets. You must be able to lift and transport IT or AV equipment weighing 50 pounds or more using carts or team lifts, and ascend/descend ladders over 10 feet while managing cables or equipment adjustments.