IT Incident Response 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 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.