Field Support Technician Jobs

Secure our Nation, Ignite your Future

Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ManTech International Corporation, you’ll help protect our national security by providing enterprise IT support for one of our most critical customers in the Intelligence Community.

As we embark on a transformational journey with our customer where high operational availability is vital and service excellence is the norm, you will be rewarded with meaningful and purposeful work, shaping the success of a new program, and gaining experiences to advance your career.

Currently, ManTech is seeking a motivated, career and customer-oriented Field Service Technician to serve on a team of IT support professionals responsible for troubleshooting and repairing hardware equipment. As a member of our customer’s Field Technical Requirements Team, you will use an ITIL-based process to streamline the ingestion, triage, categorization, action, and resolution for all incoming incidents, requests, and demands. You and your team provide daily support to the IT infrastructure and mission applications, including Tiers 0–2, which includes problem recognition, research, isolation, resolution, and follow-up steps.

Responsibilities Include, But Are Not Limited To

• Maintain equipment storage room
• May have supervisory responsibilities
• Resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems.
• Performing remote desktop triage and system repair using remote tools.
• Answering questions regarding system procedures, online transactions, systems status and downtime procedures
• Manage and maintain vendor warranty information and repair items
• Meeting contractual performance criteria
• Solves complex problems; takes a new perspective using existing solutions
• Using best practices and knowledge of internal or external business issues to improve products or services
• Providing basic user training in support of off-the-shelf applications and office products
• Repairing defective equipment
• Maintaining and updating records and tracking databases.
• Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems
• Analyzing, troubleshooting, designing, and implementing fixes without escalating to Tier 3 support
• Using ITIL-based processes to streamline the ingestion, triage, categorization, action, and resolution for incoming incidents, requests, and demands
• Local travel may be required between customer buildings

NOTE: Multiple levels of seniority are available dependent on qualifications/experience.

Basic Qualifications

• Must demonstrate ability to thrive and succeed in a challenging environment.
• Bachelor's degree and 4 years of relevant experience. 4 additional years of experiences may be substituted for a degree.
• Must be a self-starter, work independently, and work with a clear and defined mission.
• Experience supporting Windows XP, Microsoft Office 2003 or later, Internet Explorer, and business applications used within a business environment
• Knowledge of Windows Active Directory
• Experience with virus scanning services; Desktop, stand-alone and laptop computing services
• Expertise, training, and actual work experience with specific, systems and technologies.
• Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the job.
• Knowledge of multiple desktop programs, configuration and debugging techniques
• Attention to detail, leadership, and collaborative and independent work process
• Experience with servers, printers, and peripheral service
• Demonstrated problem solving and technical skills to resolve critical IT issues.
• Ability to embrace diverse technical disciplines and have excellent customer intimacy skills
• Experience with TCP/IP and general networking issues
• Self-motivated, organized, with excellent interpersonal, written, and verbal communication skills.

Preferred Qualifications

• Experience with ServiceNow ITSM & ITBM.
• IAT Level II certification.
• ITIL® v4 Foundation, or higher, certification
• Prior experience leading a team to resolve complex customer issues, reporting, and escalating if needed
• Prior experience managing projects from low-mid complexity.
• 3-5 years direct knowledge of the customer’s operational environment, including (but not limited to) ticketing systems, desktop technologies, corporate applications, access administration, and voice and video infrastructure. 

Security Clearance Requirements

• Current/active TS/SCI with Polygraph.

Physical Requirements

• Meeting contractual performance criteria
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer. 
• Must be able to position self to maintain computers, including under the desks and in the server closet.
• Must be able to move Audio/Visual or Computer equipment weighing up to 50 pounds. 
• The person in this position frequently communicates with co-workers, management, and customers; must be able to exchange accurate information. 
• Responsible for team meeting contractual performance criteria
• Must be able to move/traverse within and between buildings and offices.
• Must be able to remain in a stationary position 50%.
• Resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems.

For all positions requiring access to technology/software source code that is subject to export control laws, employment with the company is contingent on either verifying U.S.-person status or obtaining any necessary license. The applicant will be required to answer certain questions for export control purposes, and that information will be reviewed by compliance personnel to ensure compliance with federal law. ManTech may choose not to apply for a license for such individuals whose access to export-controlled technology or software source code may require authorization and may decline to proceed with an applicant on that basis alone.

ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.

If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech's Corporate EEO Department at (703) 218-6000. ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged to apply. ManTech's utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies. ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services.

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