Dedicated IT Support Technician

MANTECH is seeking a Dedicated IT Support Technician to deliver mission-critical deskside support, incident response, and project coordination for onsite customers in Virginia. This position handles incidents and service requests end-to-end, including local and remote troubleshooting, system administration, and accurate tracking of support activity.

Onsite Location and Schedule

• Location: McLean, VA (onsite)
• Work schedule: Identified shift 9:30AM - 6:00PM, Mon–Fri

Key Responsibilities

• Use ITIL-based processes to manage intake, triage, categorization, and resolution of incidents, requests, and demands.
• Create and maintain SOPs, register laptops in the USG1 environment, and complete hardware inventory.
• Analyze issues, troubleshoot, and implement fixes, aiming to resolve problems without escalating to Tier 3.
• Perform remote desktop triage and system repairs using approved remote tools.
• Maintain and update support records and tracking systems with accurate, timely documentation.
• Coordinate with network, software engineering, and application teams to restore services and diagnose problems.
• Provide local support, which may include travel between customer buildings.
• Deliver administrative support for specified special non-commercial systems, including access management and file transfers.

Required Qualifications

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

Technologies and Tools

• ITIL
• USG1
• Remote desktop
• Windows Active Directory
• Windows
• ServiceNow ITSM
• ITBM

Preferred Qualifications

• 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 low to mid-level complexity projects.
• ITIL® v4 Foundation or higher certification.

Security Clearance

• Current/active TS/SCI with Polygraph is required.

Physical Requirements

• Remain in a stationary position 50% of the time.
• Move and traverse within and between buildings and offices.
• Position self to maintain computers, including under desks and in server closets.
• Operate a computer and other office productivity equipment such as calculators, copiers, and printers.
• Move Audio/Visual or computer equipment weighing up to 50 pounds.