Phone Technician

MANTECH seeks a motivated, career-focused Phone Technician to join a dedicated support team of IT professionals delivering mission-critical deskside support, incident response, and project coordination in McLean, Virginia. You will play an essential role in ensuring IT infrastructure and mission applications operate seamlessly by managing incidents and service requests through their entire lifecycle.
The following information aims to provide potential candidates with a better understanding of the requirements for this role.
 

Responsibilities include, but are not limited to:

• Apply ITIL-based processes to manage the receipt, triage, categorization, and resolution of incoming incidents, requests, and demands.
• Write SOPs, register laptops in the USG1 environment, and perform hardware inventory.
• Analyze, troubleshoot, and implement fixes without escalating to Tier 3 support.
• Perform remote desktop triage...