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　　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:

　　Resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems.

　　Using ITIL-based processes to streamline the ingestion, triage, categorization, action, and resolution for incoming incidents, requests, and demands.

　　Analyzing, troubleshooting, designing, and implementing fixes without escalating to Tier 3 support.

　　Providing basic user training in support of off-the-shelf applications and office products.

　　Performing remote desktop triage and system repair using remote tools.

　　Maintaining and updating records and tracking databases.

　　Answering questions regarding system procedures, online transactions, systems status and downtime procedures.

　　Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems.

　　Using best practices and knowledge of internal or external business issues to improve products or services.

　　Solves complex problems; takes a new perspective using existing solutions

　　Repairing defective equipment.

　　Manage and maintain vendor warranty information and repair items.

　　Maintain equipment storage room.

　　Meeting contractual performance criteria.

　　May have supervisory responsibilities.

　　Local travel may be required between customer buildings.

　　Team Specialties

　　Electronic Technician (TEML)

　　Performing maintenance operations, including operational checks, configuration & repair of equipment, reading of technical manuals and schematics.

　　Conduct troubleshooting of equipment such as printers, scanners, switches & routers, fax machines, phones, etc., down to the board/module level.

　　Basic understanding of TCP/IP fundamentals.

　　Hours of coverage:

　　Individual shift may vary, but you will be a member of a team that provides coverage from 6:00 a.m. – 6:00 p.m.

　　Basic Qualifications:

　　Knowledge of Windows Active Directory.

　　Experience supporting Windows XP, Microsoft Office 2003 or later, Internet Explorer, and business applications used within a business environment.

　　Knowledge of multiple desktop programs, configuration and debugging techniques.

　　Experience with TCP/IP and general networking issues.

　　Experience with virus scanning services; Desktop, stand-alone and laptop computing services.

　　Experience with servers, printers, and peripheral service.

　　Self-motivated, organized, with excellent interpersonal, written, and verbal communication skills.

　　Must be a self-starter, work independently, and work with a clear and defined mission.

　　Ability to embrace diverse technical disciplines and have excellent customer intimacy skills.

　　Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the job.

　　Attention to detail, leadership, and collaborative and independent work process.

　　Demonstrated problem solving and technical skills to resolve critical IT issues.

　　Expertise, training, and actual work experience with specific, systems and technologies.

　　Must demonstrate ability to thrive and succeed in a challenging environment.

　　BA/BS and 4+ years of experience, or a combination of education and work experience equivalent to 8+ years.

　　Preferred Qualifications:

　　3+ 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. 

　　Prior experience leading a team to resolve complex customer issues, reporting, and escalating if needed.

　　IAT Level II certification.

　　ITIL® v4 Foundation, or higher, certification.

　　Experience with ServiceNow ITSM & ITBM.

　　Prior experience managing projects from low-mid complexity.

　　Security Clearance Requirements:

　　Current/active TS/SCI with Polygraph.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 the desks and in the server closet.

　　Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.

　　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.

　　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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