Phone Technician role providing mission-critical deskside/remote support and incident management for a McLean, VA customer environment at MANTECH (government/defense IT services). You’ll own tickets end-to-end, troubleshoot Windows/enterprise apps, write SOPs, and handle hardware inventory and access/file-transfer tasks. Standout requirement/perk: must hold an active TS/SCI with Polygraph.
- Mission-critical support environment
- Active TS/SCI with poly role
- Mix of deskside and remote work
MANTECH seeks a motivated, career-focused Phone Technician to join a dedicated support team of IT professionals delivering mission-critical deskside support, incident response, and project coordination in McLean, Virginia. You will play an essential role in ensuring IT infrastructure and mission applications operate seamlessly by managing incidents and service requests through their entire lifecycle.
Responsibilities include, but are not limited to:
- Apply ITIL-based processes to manage the receipt, triage, categorization, and resolution of incoming incidents, requests, and demands.
- Write SOPs, register laptops in the USG1 environment, and perform hardware inventory.
- Analyze, troubleshoot, and implement fixes without escalating to Tier 3 support.
- Perform remote desktop triage and system repairs using approved remote tools.
- Maintain and update support records and tracking systems accurately.
- Collaborate with network, software engineering, and application teams to restore services and diagnose problems.
- Provide local support, which may involve travel between customer buildings.
- Provide administrative support for special non-commercial systems including access management and file transfers.
- Hours of Coverage:
Shift: rotating weekly: - 1st week: 7:00AM - 3:30PM
- 2nd week: 9:30AM - 6:00PM
Minimum Qualifications:
- BA/BS and 7+ years of work experiences OR HS Diploma and 11+ years of work experience
- Component System Administration (CMA) Certification.
- Knowledge of Windows Active Directory.
- Ability to resolve technical problems and respond to requests via phone, in-person, ticketing systems, or IM related to hardware, software, network, access, or telecom.
- Demonstrated technical and problem-solving capabilities to address critical IT issues.
- Experience supporting Windows and business applications in an enterprise environment.
- Familiarity with desktop programs, configuration, and debugging techniques.
- Experience with virus scanning, standalone desktop, laptop computing services and experience with troubleshooting servers, printers, and peripheral devices.
Preferred Qualifications:
- Experience in technical help desk support role.
- Familiarity with data transfer services.
- IAT Level II certification.
- Experience with ServiceNow ITSM and ITBM.
- Background managing projects of low to mid-level complexity.
- ITIL® v4 Foundation or higher certification.
Clearance Requirements:
- Current/active TS/SCI with Polygraph is required.
Physical Requirements:
- Must be able to remain in a stationary position 50%.
- Must be able to move/traverse within and between buildings and offices.
- Must be able to position self to maintain computers, including under desks and in server closets.
- You must be able to operate a computer and other office productivity machinery, such as calculators, copiers, and printers.
- Must be able to move Audio/Visual or computer equipment weighing up to 50 pounds.