Service Desk Technician

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

Job summary

MANTECH seeks a motivated Service Desk Technician in McLean, VA to deliver Level 1 IT support and customer service in a dynamic mission environment. You will assist walk-in users, handle phone inquiries, manage incident tickets, and troubleshoot Windows AD, Office, and network issues.

As DTO, you will support secure data transfer, tracking, and compliance with policies while traveling between customer sites as required. Shift 9:30 AM–6:00 PM with potential variation based on staffing needs.

Qualifications

• HS Diploma and 6+ years of relevant experience or associate’s degree and 4+ years or bachelor’s degree and 2+ years of experience.
• CMA or DMA certification.
• Basic knowledge of Windows, Active Directory, TCP/IP, Microsoft 365, hardware, software, user accounts, and network connectivity.
• Experience providing help desk/service desk support and using ticketing systems to document and track incidents.
• Strong customer service, communication, and organizational skills.

Responsibilities

• Provide Level 1 IT support and incident resolution following ITIL processes.
• Assist walk-in users and answer phone inquiries with professional customer service.
• Manage incident tickets: document, prioritize, resolve, and escalate as needed.
• Troubleshoot Windows AD, MS Office, and network connectivity to restore services.
• Communicate outages and restoration updates to users.

Skills

Customer service

Communication

Organizational skills

Incidents management

Education

HS Diploma

Associate's degree

Bachelor's degree

Tools

ServiceNow ITSM/ITOM

Remedy

Jira Service Management

Job description

MANTECH seeks a motivated, career-oriented, and customer-focused Service Desk Technician to join our team in McLean, VA. you will provide Level 1 IT support and customer service in a dynamic mission environment, serving as a front-facing member of the service desk team. You will assist walk-in users and phone inquiries, manage incident tickets, troubleshoot hardware, software, account access, and network issues, and support first-time logins and other user needs.

• 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.
• Serve as the front-facing IT support representative, assisting walk-in users and phone inquiries while providing professional, timely, and effective customer service and directing requests to the appropriate IT team as needed.
• Manage and monitor the incident ticket queue, providing Level 1 support for first-time logins, password and access issues, account setup, and other incidents; troubleshoot, document, prioritize, resolve, and elevate issues in accordance with service-level expectations.
• Troubleshoot Windows Active Directory, Microsoft Office, business applications, web browsers, and network connectivity, restoring services, identifying root causes, maintaining accurate records, and communicating system procedures, outages, and service-restoration updates to users.
• Serve as a Data Transfer Officer (DTO), supporting the secure transfer, receipt, handling, tracking, and accountability of authorized data and information in accordance with established policies and procedures.
• 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
• CUSTOMER-specific Component Mission Administrator (CMA) or Directorate Mission Administrator (DMA) certification.
• Basic knowledge of Windows, Active Directory, TCP/IP, Microsoft 365, hardware, software, user accounts, and network connectivity.
• Ability to troubleshoot Level 1 technical issues, prioritize incidents, and elevate when appropriate.
• Experience providing help desk/service desk support and using ticketing systems to document and track incidents.
• Strong customer service, communication, and organizational skills, with the ability to support walk-ins, phone inquiries, and multiple incidents.

Preferred Qualifications

• 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.