Field Support Technician – TECHREQ Team

Secure our Nation, Ignite your Future

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.   

• Support may be required outside of core hours based on customer & mission needs.

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 four (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. 

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