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:

• BA/BS and 4+ years of work experiences OR HS Diploma and 8+ years of work 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

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 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 Computer equipment weighing up to 50 pounds