Description & RequirementsMANTECH seeks a motivated, career-oriented, and customer-focused
Service DeskTechnician 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 escalate 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 escalate 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.
The projected compensation range for this position is $75,500.00-$125,600.00. There are differentiating factors that can impact a final salary/hourly rate, including, but not limited to, Contract Wage Determination, relevant work experience, skills and competencies that align to the specified role, geographic location (For Remote Opportunities), education and certifications as well as Federal Government Contract Labor categories. In addition, MANTECH invests in its employees beyond just compensation. MANTECH's benefits offerings include, dependent upon position, Health Insurance, Life Insurance, Paid Time Off, Holiday Pay, short-term and long-term Disability, Retirement and Savings, Learning and Development opportunities, wellness programs as well as other optional benefit elections.
