Dedicated Support Technician

Dedicated Support Technician

Mantech seeks a motivated, career- and customer-oriented Dedicated 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.

Hours of coverage:

• Shift coverage required: Rotating - 3 days/week, 6:30 AM-3:00 PM; and 2 days/week available to stay until 4:45 PM (8:15 AM-4:45 PM).

Minimum qualifications:

• 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.
• Current and active Restricted Handling (RH) Administration.
• 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:

• Component Mission Administration (CMA) Certification.
• 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.
• Must be able to move Audio/Visual or Com.

Mantech International Corporation considers all qualified applicants for employment without regard to disability or veteran status or any other status protected under any federal, state, or local law or regulation. If you need a reasonable accommodation to apply for a position with Mantech, please email us at careers@mantech.com and provide your name and contact information.