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.