Dedicated IT Support Technician

MANTECH seeks a motivated, career- and customer-oriented Dedicated IT Support Technician to join our dedicated support team in McLean, VA. In this role, you will support mission-critical IT operations and play an integral part in helping users resolve a range of technical challenges. You will ensure reliable IT service delivery and work across teams to respond to evolving operational needs.

Responsibilities include, but are not limited to:

• Use ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demands for Mission Partner and support Restricted Handling/PRIVY Administration.
• Process incoming requirements for access administration, virus scanning services, stand-alone desktops, laptops, computing services, servers, printers, and peripheral services.
• Provide data transfer services and administrative access to applications and databases, including support for tools requiring sensitive data handling.
• Monitor and update request-tracking systems used for trouble reporting and access administration.
• Analyzing, troubleshooting, designing, and implementing fixes without escalating to Tier 3 support.
• Deliver basic user training for off-the-shelf applications and office products, as well as custom tools depending on the office.
• Perform remote desktop triage and system repair using remote tools.
• Collaborate with network services, software systems engineering, and/or application. development teams to restore services and identify problems.
• Work scheduled shift from 7:00 AM to 3:30 PM, with rotating coverage from 8:00 AM to 4:30 PM. On call support may be required.

Minimum Qualifications:

• HS Diploma and 8+ years of relevant experience OR Associates degree and 6+ years of experience OR Bachelor’s degree and 4+ years of experience
• Component Mission 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.

Preferred Qualifications:

• Restricted Handling (RH) Administration.
• 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.

Security Clearance Requirements:

• Current/active TS/SCI with Polygraph required.

Physical Requirements:

• Must be able to remain in a stationary position 50%.
• Must be able to move/traverse within and between buildings and offices.
• Must be able to position self to maintain computers, including under desks and in server closets.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.