Incident Technician

MANTECH seeks a motivated, career-oriented, and customer-focused Incident Technician to support front-line IT service operations.

In this dynamic role, you will troubleshoot and resolve a wide range of IT issues while providing responsive, high-quality support to end users. You will join a collaborative environment that values teamwork, continuous learning, and career development.

Responsibilities:

You will deliver timely and effective technical support services to a diverse user base. Responsibilities include but are not limited to:

• Following ITIL processes to receive, prioritize, and resolve IT incidents, service requests, and user support needs
• Analyzing, troubleshooting, and applying fixes for hardware, software, networking, and application issues, including remote desktop triage and system repair using remote tools
• Responding to and resolving technical issues related to Windows Active Directory, Microsoft Office, enterprise applications, web browsers, and telecommunications systems
• Answering user inquiries regarding system procedures, application usage, and downtime; escalating complex issues when necessary
• Traveling locally between customer facilities and supporting temporary assignments as required
• Providing team-based coverage between 6:00 AM and 6:00 PM; the standard shift for this role is Monday through Friday, 7:00 AM to 3:30 PM

Minimum Qualifications:

You will bring a strong technical support background and user-centered mindset. Candidates must have:

• High School 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
• Minimum 2 years of technical support experience in a help desk, service desk, or incident response role
• CUSTOMER-specific Component Mission Administrator (CMA) or Directorate Mission Administrator (DMA) certification
• Proven ability to diagnose and resolve technical problems involving hardware, software, networking, and telecom systems
• Experience supporting Windows 10, Microsoft Office 2016 or later, and common business applications
• Working knowledge of Windows Active Directory, basic networking (TCP/IP), and standard IT support tools

Preferred Qualifications:

We welcome candidates who offer additional strengths that support technical and customer service excellence:

• Excellent communication, analytical, and interpersonal skills
• Experience using remote desktop support tools and enterprise IT ticketing systems (e.g., ServiceNow, Remedy, Jira Service Management)
• Ability to adapt to shifting tasks and learn new technologies quickly
• Strong attention to detail and organizational capabilities

Clearance Requirements:

• You must possess an active TS/SCI clearance with Polygraph.

Physical Requirements:

• You must be able to remain in a stationary position for at least 50 percent of the time. You must also be able to operate computers, phones, and standard office equipment for extended periods. You will need to move between offices and buildings, including accessing under desks, raised floors, and confined server closets. You must be able to lift and transport IT or AV equipment weighing 50 pounds or more using carts or team lifts, and ascend/descend ladders over 10 feet while managing cables or equipment adjustments.