Enterprise IT Support Officer

MANTECH; McLean (VA); On-site; USD 85,000 - 120,000; Full time

Job summary

MANTECH in McLean, VA seeks an Enterprise IT Support Officer to deliver concierge-level IT support to VIP and Executive staff, ensuring confidentiality and rapid responsiveness.

The role covers cabling, endpoint deployment, incident management using ITIL, AD, Windows 10, Office, and network troubleshooting, with travel between sites and flexible shifts.

Qualifications

• Experience delivering technical support in a structured service desk environment.
• Hands-on experience deploying and labeling network drops and IT endpoints.
• Proficient in Active Directory, TCP/IP, Windows 10, Office applications.
• Ability to read floor plans, wiring schematics, and network diagrams.

Responsibilities

• Install, terminate, and test cabling and infrastructure hardware.
• Deliver end-to-end incident response and remote triage using ITIL processes.
• Deploy and rebuild desktop IT endpoints and VOIP/AV equipment.
• Troubleshoot connectivity, hardware, software, and network issues.

Skills

Technical support

Incident management

Cabling & hardware installation

Active Directory

TCP/IP networking

Windows 10

Microsoft Office

ITIL processes

End-user communication

Education

Bachelor's degree

Associate's degree

High School Diploma

Tools

ServiceNow ITSM/ITOM

Remedy

Jira Service Management

Job description

MANTECH seeks a motivated, career and customer-oriented Enterprise IT Support Officer to join our team in McLean, VA. In this role, you will deliver concierge-level IT support to VIP and Executive-level staff, ensuring the highest standards of service, confidentiality, and responsiveness.

Responsibilities Include, But Are Not Limited To

• Install, terminate, and test CAT5/CAT6 and fiber cabling, including racks, patch panels, wall jacks, and associated infrastructure hardware.
• Deliver end-to-end incident response, remote triage, and customer support using ITIL processes to resolve hardware, software, and network issues.
• Deploy, configure, relocate, and rebuild desktop IT endpoints, including workstations, peripherals, VOIP phones, AV components, and network switches.
• Troubleshoot and resolve connectivity issues, system failures, Windows Active Directory, Microsoft Office applications, and browser performance.
• Interpret design packages, wiring schematics, floor plans, port maps, and network diagrams to guide installation and operational work.
• Provide clear assistance and regular communication to users regarding system procedures, downtime updates, and outage restorations.
• Travel locally between customer sites and support temporary assignments as needed.
• Work an 8-hour shift between the hours of 6 AM - 7PM, later coverage is preferred and flexibility required.

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.
• Experience providing technical support, incident management, cabling, or hardware installation in a structured service desk environment.
• Hands-on experience deploying, certifying, and labeling network drops, cable dressing, and deploying IT endpoints such as desktops, printers, and switches.
• Demonstrated ability to independently diagnose and resolve complex hardware, network, telecom, and software issues.
• Practical knowledge of Active Directory, TCP/IP networking concepts, Windows 10, Microsoft Office, and standard IT support tools.
• Skilled in reading, interpreting, and executing technical work from floor plans, network diagrams, and system installation packages.

Preferred Qualifications

• Customer-specific Component Mission Administrator (CMA) or Directorate Mission Administrator (DMA) certification.
• Familiarity with LAN infrastructure deployment and IT operations within the Sponsor's classified environment.
• Experience utilizing enterprise ticketing systems such as ServiceNow ITSM/ITOM, Remedy, or Jira Service Management.
• Strong problem-solving abilities, high attention to detail, and exceptional customer service skills.

Clearance Requirements

• Must have a current/active TS/SCI with Polygraph.

Physical Requirements

• Must be able to remain stationary up to 50% of the time.
• Must be able to move throughout customer buildings, navigate office environments, and access under desks, raised floors, server closets, and confined spaces.
• Must be able to operate computers, phones, and other office equipment for extended durations.
• Must be able to lift and transport IT or AV equipment weighing 50+ pounds, utilizing team lifts or transport carts as needed.
• Must be able to ascend and descend ladders (10+ feet) while routing network cables or adjusting installed equipment.