IT Incident & Desktop Support Specialist

MANTECH; McLean (VA); On-site; USD 60,000 - 90,000; Full time

Job summary

MANTECH is seeking an Incident Technician in McLean, VA to provide technical support, installation services, and customer service for computer hardware, applications, and networks 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 and identify root causes.

Qualifications

• HS Diploma with 6+ years of related experience, or an associate’s degree with 4+ years, or a Bachelor’s with 2+ years.
• Experience providing technical support in help desk, service desk, installation, or incident management.

Responsibilities

• Deliver end-to-end incident response and customer support per ITIL, perform remote triage, resolve hardware/software/network issues; escalate when needed.
• Support installation, configuration, relocation, and documentation of desktop IT equipment including workstations, peripherals, phones, AV components, and network devices.
• Troubleshoot Windows AD, Microsoft Office, and network connectivity; restore services and maintain logs and status reports.
• Provide clear communication and user guidance on system procedures, outages, and service restoration.
• Frequent local travel to customer sites in Northern Virginia, Maryland, and DC metro; support temporary assignments as required.
• Work shifts 6:00 AM–2:30 PM as part of a team providing coverage 6:00 AM–6:00 PM; shift may vary based on need.

Skills

customer service

communication

problem-solving

troubleshooting

Education

HS Diploma

Associate’s degree

Bachelor’s degree

Tools

ServiceNow ITSM/ITOM

Remedy

Jira Service Management

Job description

MANTECH is seeking an Incident Technician in McLean, VA to provide technical support, installation services, and customer service for computer hardware, applications, and networks 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 and identify root causes.