Service Desk Technician

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 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.