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Incident Technician

Incident Technician

ManTechHerndon, VA, United States
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MANTECH seeks a motivated, career-oriented, and customer-focused Incident Technician to join our team in Herndon, VA . In this front-line role, you will troubleshoot and resolve a wide range of IT issues while delivering exceptional support to end users. Join a supportive work environment where teamwork, continuous learning, and career growth are highly valued.

Responsibilities include but are not limited to :

  • Follow ITIL processes to receive, prioritize, and resolve incoming IT incidents, service requests, and support needs.
  • Analyze, troubleshoot, and implement fixes for hardware, software, network, and application issues, including remote desktop triage and system repair using remote tools.
  • Respond to and resolve technical issues related to Windows Active Directory, Microsoft Office, business applications, browsers, networking, and telecommunications systems.
  • Answer end-user inquiries regarding system procedures, application usage, system status, and downtime procedures; escalate complex issues as needed.
  • Travel locally between customer buildings and support temporary assignments as required.
  • Support coverage as part of a team operating between 6 : 00 AM and 6 : 00 PM. The required work shift is Monday through Friday, 9 : 00 AM to 6 : 30 PM.

Minimum 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.
  • Minimum 2 years of experience providing technical support in a help desk, service desk, or incident management role.
  • CUSTOMER-specific Component Mission Administrator (CMA) or Directorate Mission Administrator (DMA) certification.
  • Proven ability to troubleshoot and resolve technical issues involving computer hardware, software, networks, and telecommunications systems.
  • Experience supporting Windows 10, Microsoft Office 2016 or later, and common business applications.
  • Knowledge of Windows Active Directory, basic networking concepts (TCP / IP), and standard IT support tools.

    • Preferred Qualifications :

  • Candidates with the following qualifications are preferred :
  • Excellent communication, problem-solving, and customer service skills with the ability to work effectively in a fast-paced, team-oriented environment.
  • Experience with remote desktop support tools and enterprise ticketing systems (e.g., ServiceNow, Remedy, Jira Service Management).
  • Ability to quickly adapt to changing tasks and learn new skills on the job.
  • Strong attention to detail and organizational skills.

    • Clearance Requirements :

  • Must have an active TS / SCI clearance with Polygraph.

    • Physical Requirements :

  • Ability to remain stationary for at least 50% of the time.
  • Ability to operate computers, phones, and standard office equipment for extended periods.
  • Ability to move between offices and buildings, including under desks, raised floors, and server closets, some of which may be confined spaces.
  • Ability to lift and move IT or AV equipment weighing 50+ pounds, using carts or team lifts as needed.
  • Must be able to ascend / descend ladders (10+ feet) while pulling cables and adjusting equipment.
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    Technician • Herndon, VA, United States

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