Dedicated IT Support Technician

MANTECH seeks a motivated, career- and customer-oriented Dedicated IT Support Technician to join our dedicated support team in McLean, VA. In this role, you will support mission-critical IT operations and play an integral part in helping users resolve a range of technical challenges. You will ensure reliable IT service delivery and work across teams to respond to evolving operational needs. Responsibilities include, but are not limited to: Use ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demands for Mission Partner and support Restricted Handling/PRIVY Administration. Process incoming requirements for access administration, virus scanning services, stand-alone desktops, laptops, computing services, servers, printers, and peripheral services. Provide data transfer services and administrative access to applications and databases, including support for tools requiring sensitive data handling. Monitor and update request-tracking systems used for trouble reporting and access administration. Analyzing, troubleshooting, designing, and implementing fixes without escalating to Tier 3 support. Deliver basic user training for off-the-shelf applications and office products, as well as custom tools depending on the office. Perform remote desktop triage and system repair using remote tools. Collaborate with network services, software systems engineering, and/or application. development teams to restore services and identify problems. Work scheduled shift from 7:00 AM to 3:30 PM, with rotating coverage from 8:00 AM to 4:30 PM. On call support may be required. Minimum Qualifications: HS Diploma and 8+ years of relevant experience OR Associates degree and 6+ years of experience OR Bachelor's degree and 4+ years of experience Component Mission 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: Restricted Handling (RH) Administration. Experience in a 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. Security Clearance Requirements: Current/active TS/SCI with Polygraph 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. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer. #J-18808-Ljbffr