Dedicated IT Support Technician

MANTECH•McLean, VA

2d•$119,900 - $199,600•Onsite

About The Position

MANTECH seeks a motivated, career-focused Dedicated IT Support Technician to join a dedicated support team of IT professionals delivering mission-critical deskside support, incident response, and project coordination in Virginia. You will play an essential role in ensuring IT infrastructure and mission applications operate seamlessly by managing incidents and service requests through their entire lifecycle.

Requirements

High School Diploma with 11+ years of experience, an Associate’s Degree with 9+ years of experience, or a Bachelor’s Degree with 7+ years of experience.
Component System Administration (CMA) Certification.
Knowledge of Windows Active Directory.
Ability to resolve technical problems and respond to requests via phone, in-person, ticketing systems, or IM related to hardware, software, network, access, or telecom.
Demonstrated technical and problem-solving capabilities to address critical IT issues.
Experience supporting Windows and business applications in an enterprise environment.
Familiarity with desktop programs, configuration, and debugging techniques.
Experience with virus scanning, standalone desktop, laptop computing services and experience with troubleshooting servers, printers, and peripheral devices.
Current/active TS/SCI with Polygraph is required.

Nice To Haves

Experience in a technical help desk support role.
Familiarity with data transfer services.
IAT Level II certification.
Experience with ServiceNow ITSM and ITBM.
Background managing projects of low to mid-level complexity.
ITIL® v4 Foundation or higher certification.

Responsibilities

Apply ITIL-based processes to manage the receipt, triage, categorization, and resolution of incoming incidents, requests, and demands.
Write SOPs, register laptops in the USG1 environment, and perform hardware inventory.
Analyze, troubleshoot, and implement fixes without escalating to Tier 3 support.
Perform remote desktop triage and system repairs using approved remote tools.
Maintain and update support records and tracking systems accurately.
Collaborate with network, software engineering, and application teams to restore services and diagnose problems.
Provide local support, which may involve travel between customer buildings.
Provide administrative support for special non-commercial systems including access management and file transfers.
Work an identified shift of 9:30AM - 6:00PM Mon–Fri.