Incident Technician

MANTECH seeks a motivated, career-oriented, and customer-focused Incident Technician to join our team in Herndon, VA. In this front-line role, you will troubleshoot and resolve a wide range of IT issues while delivering exceptional support to end users. Join a supportive work environment where teamwork, continuous learning, and career growth are highly valued.
 

Responsibilities include but are not limited to:

• Follow ITIL processes to receive, prioritize, and resolve incoming IT incidents, service requests, and support needs.
• Analyze, troubleshoot, and implement fixes for hardware, software, network, and application issues, including remote desktop triage and system repair using remote tools.
• Respond to and resolve technical issues related to Windows Active Directory, Microsoft Office, business applications, browsers, networking, and telecommunications systems.
• Answer end-user inquiries regarding system procedures, application usage, system status, and downtime procedures; escalate complex issues as needed.
• Travel locally between customer buildings and support temporary assignments as required.
• Support coverage as part of a team operating between 6:00 AM and 6:00 PM. The required work shift is Monday through Friday, 9:00 AM to 6:30 PM.
   

Minimum Qualifications:

• HS 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 experience providing technical support in a help desk, service desk, or incident management role.
• CUSTOMER-specific Component Mission Administrator (CMA) or Directorate Mission Administrator (DMA) certification.
• Proven ability to troubleshoot and resolve technical issues involving computer hardware, software, networks, and telecommunications systems.
• Experience supporting Windows 10, Microsoft Office 2016 or later, and common business applications.
• Knowledge of Windows Active Directory, basic networking concepts (TCP/IP), and standard IT support tools.
   

Preferred Qualifications:

• Candidates with the following qualifications are preferred:
• Excellent communication, problem-solving, and customer service skills with the ability to work effectively in a fast-paced, team-oriented environment.
• Experience with remote desktop support tools and enterprise ticketing systems (e.g., ServiceNow, Remedy, Jira Service Management).
• Ability to quickly adapt to changing tasks and learn new skills on the job.
• Strong attention to detail and organizational skills.
   

Clearance Requirements:

• Must have an active TS/SCI clearance with Polygraph.

Physical Requirements:

• Ability to remain stationary for at least 50% of the time.
• Ability to operate computers, phones, and standard office equipment for extended periods.
• Ability to move between offices and buildings, including under desks, raised floors, and server closets, some of which may be confined spaces.
• Ability to lift and move IT or AV equipment weighing 50+ pounds, using carts or team lifts as needed.
• Must be able to ascend/descend ladders (10+ feet) while pulling cables and adjusting equipment.