Incident Technician

MANTECH•Chantilly, VA

9d•$75,500 - $125,600•Onsite

About The Position

MANTECH seeks a motivated, career-oriented, and customer-focused Incident Technician to join our team in Chantilly, VA. In this role, you will provide technical support, installation services, and customer service for computer hardware, applications, and network systems in a dynamic mission environment. You will support end users through incident management, equipment installations, and troubleshooting while collaborating with network services, systems engineering, and application development teams to restore service, identify problems, and meet ongoing operational needs.

Requirements

HS 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
Experience providing technical support in a help desk, service desk, installation, or incident management role.
Ability to troubleshoot and resolve hardware, software, network, and telecommunications issues.
Experience supporting Windows 10, Microsoft Office 2016 or later, and common business applications.
Knowledge of Active Directory, TCP/IP networking concepts, and standard IT support tools.
Experience installing IT endpoints such as desktops, printers, VOIP/digital phones, and network switches.
Experience with Data Transfer Officer (DTO) responsibilities.
Must have an active TS/SCI clearance with Polygraph.

Nice To Haves

CUSTOMER-specific Component Mission Administrator (CMA) or Directorate Mission Administrator (DMA) certification.
Experience in a technical help desk position and IT hardware/cabling installation.
Experience with enterprise ticketing systems (ServiceNow ITSM/ITOM, Remedy, Jira Service Management).
Strong problem-solving, communication, and customer service skills.
Ability to quickly adapt to evolving tasks and mission requirements.

Responsibilities

Deliver end-to-end incident response and customer support by following ITIL processes, performing remote triage, resolving hardware/software/network issues, and escalating complex cases when needed.
Support installation, configuration, relocation, and documentation of desktop IT equipment—including workstations, peripherals, phones, AV components, and network devices.
Troubleshoot and resolve issues involving Windows Active Directory, Microsoft Office, business applications, browsers, and network connectivity while restoring services, determining root causes, and maintaining accurate logs, records, and status reports.
Provide clear communication and user assistance, including guidance on system procedures, application use, downtime processes, and updates during outages or service restoration.
Travel locally between customer buildings and support temporary assignments as required.
Work scheduled shift from 6:00 AM to 2:30 PM as part of a team providing coverage between 6:00 AM and 6:00 PM. Shift may vary based on support required.