Incident Response & Desktop Support Technician

MANTECH; Vienna (VA); On-site; USD 55,000 - 75,000; Full time

Job summary

MANTECH is seeking a motivated Incident Technician to join our Tysons, VA team, with occasional travel to Chantilly. You will deliver end-to-end incident response, support hardware/software/network issues, and assist with installations for desktop IT equipment in a dynamic mission environment.

You will work with IT teams to restore services, log incidents, and communicate outages, while adhering to ITIL processes and documenting status updates. TS/SCI clearance with Polygraph is required.

Qualifications

• HS Diploma with 6+ years of relevant experience, or an Associate's degree with 4+ years, or a Bachelor's degree with 2+ years of experience.
• Experience providing technical support in a help desk, service desk, installation, or incident management role.
• Ability to troubleshoot and resolve hardware, software, network, and telecommunications issues.
• Experience supporting Windows 10, Microsoft Office 2016 or later, and common business applications.
• Knowledge of Active Directory, TCP/IP networking concepts, and standard IT support tools.
• Experience installing IT endpoints such as desktops, printers, VOIP/digital phones, and network switches.

Responsibilities

• Deliver end-to-end incident response and customer support using ITIL processes and remote triage.
• Assist with installation, configuration, relocation, and documentation of desktop IT equipment.
• Troubleshoot and resolve issues across Windows, software, and network connectivity; document root causes and status logs.
• Provide clear user guidance on procedures, downtime processes, and outage communications.
• Travel locally between customer buildings and support temporary assignments as required.
• Support operations within a team on a 6:00 AM – 2:30 PM window; shift is Monday to Friday, 9:30 AM – 6:00 PM.

Skills

Technical support

ITIL processes

Troubleshooting

Customer service

Communication

Education

HS Diploma with 6+ years experience

Associates degree with 4+ years experience

Bachelor’s degree with 2+ years experience

Tools

ServiceNow ITSM/ITOM

Remedy

Jira Service Management

Windows 10

Active Directory

Job description

MANTECH is seeking a motivated Incident Technician to join our Tysons, VA team, with occasional travel to Chantilly. You will deliver end-to-end incident response, support hardware/software/network issues, and assist with installations for desktop IT equipment in a dynamic mission environment.

You will work with IT teams to restore services, log incidents, and communicate outages, while adhering to ITIL processes and documenting status updates. TS/SCI clearance with Polygraph is required.