Incident Technician

MANTECH; Vienna (VA); On-site; USD 65,000 - 95,000; Full time

Job summary

MANTECH in Tysons, VA seeks an Incident Technician to deliver end-to-end incident response, provide hardware/software/network troubleshooting, and support IT installations in a dynamic mission environment. Expect collaboration with network services, systems engineering, and development teams.

You will support end users through incident management, equipment installations, and troubleshooting while maintaining logs and status reports. Local travel and a daytime shift are involved.

Qualifications

• HS Diploma with 6+ years of relevant experience or an associate degree with 4+ years or a bachelor’s degree with 2+ years.
• Experience providing technical support in help desk, service desk, installation, or incident management.
• Ability to troubleshoot 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 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 following ITIL processes.
• Support installation, configuration, relocation, and documentation of desktop IT equipment.
• Troubleshoot and resolve Windows, software, and network issues; restore services and document status.
• Provide clear user guidance on procedures and outages during service restoration.
• Travel locally between customer buildings and support temporary assignments as required.
• Work a 9:30 AM–6:00 PM shift as part of a team covering 6:00 AM–6:00 PM.

Skills

Incident management

Customer service

Troubleshooting

Windows troubleshooting

Active Directory

TCP/IP networking

ITIL processes

Help desk support

Communication

Education

HS Diploma + 6+ years experience

Associate’s degree + 4+ years

Bachelor’s degree + 2+ years

Tools

ServiceNow ITSM/ITOM

Remedy

Jira Service Management

Office 365

Job description

MANTECH seeks a motivated, career-oriented, and customer-focused Incident Technician to join our team in Tysons, VA. In this role, you will provide technical support, installation services, and customer service for computer hardware, applications, and network systems in a dynamic mission environment. You will support end users through incident management, equipment installations, and troubleshooting while collaborating with network services, systems engineering, and application development teams to restore service, identify problems, and meet ongoing operational needs.

Responsibilities Include, But Are Not Limited To

• Deliver end-to-end incident response and customer support by following ITIL processes, performing remote triage, resolving hardware/software/network issues, and escalating complex cases when needed.
• Support installation, configuration, relocation, and documentation of desktop IT equipment— including workstations, peripherals, phones, AV components, and network devices.
• Troubleshoot and resolve issues involving Windows Active Directory, Microsoft Office, business applications, browsers, and network connectivity while restoring services, determining root causes, and maintaining accurate logs, records, and status reports.
• Provide clear communication and user assistance, including guidance on system procedures, application use, downtime processes, and updates during outages or service restoration.
• Travel locally between customer buildings and support temporary assignments as required.
• Work scheduled shift from 9:30 AM to 6:00 PM as part of a team providing coverage between 6:00 AM and 6:00 PM. Shift may vary based on support required.

Basic 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
• 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.

Preferred Qualifications

• CUSTOMER-specific Component Mission Administrator (CMA) or Directorate Mission Administrator (DMA) certification.
• Experience in a technical help desk position and IT hardware/cabling installation.
• Experience with enterprise ticketing systems (ServiceNow ITSM/ITOM, Remedy, Jira Service Management).
• Strong problem-solving, communication, and customer service skills.
• Ability to quickly adapt to evolving tasks and mission requirements.

Clearance Requirements

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

Physical Requirements

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