Enterprise IT Support Officer - Dedicated IT Support Officer

MANTECH seeks a motivated, career-oriented, and customer-focused Enterprise IT Officer Dedicated IT Support Officer to join our team in McLean, VA . In this role, you will provide Tier 02 support for enterprise IT services in a mission-critical classified environment. You will work both independently and with cross-functional teams to ensure system reliability, user satisfaction, and service-level compliance.

Responsibilities include, but are not limited to:

• Provide Tier 02 IT support for desktops, laptops, printers, phones, and software issues.
• Troubleshoot and resolve technical problems independently, escalating to Tier 3 only when necessary.
• Support users both remotely and on-site with software tools and custom applications.
• Install, configure, and maintain workstations, printers, phones, and other endpoint equipment.
• Collaborate with network, systems, and application teams to restore service and resolve complex technical issues.
• Use ITIL-based workflows to manage incident intake, triage, resolution, and documentation.
• Ensure compliance with SLAs and contribute to continuous improvement initiatives.
• Travel locally between customer buildings or temporarily reassign as needed to support project needs.
  

Work schedule includes flexible hours with required coverage between 9:00 AM 3:00 PM, with overall team coverage until 6:00 PM.

Minimum Qualifications:

• 11 years of IT support experience; a Bachelors degree can be substituted for 4 years experience; OR a Masters degree can be substituted for 6 years of experience; AND/OR any of the relevant certifications can be used as 6 months of experience:
  • ITIL Foundation (IT Service Management)
  • CompTIA A+
  • CompTIA Network+
  • HDI Support Center Analyst (HDI-SCA)
  • Microsoft Certified: Modern Desktop Administrator Associate
  • CompTIA Security+
  • Cisco Certified Network Associate (CCNA)
  • Certified Information Systems Security Professional (CISSP)
  • CUSTOMER specific Component Mission Administrator (CMA) or Directorate Mission Administrator (DMA)
• Current Component Mission Administrator (CMA) or Directorate Mission Administrator (DMA) certification.
• Proven experience resolving issues involving hardware, software, networks, system access, and telecommunications.
• Proficiency with Windows 10, Microsoft Office 2016 or later, and Active Directory.
• Familiarity with TCP/IP networking, VOIP phones, printers, and endpoint deployment.
• Strong customer service and troubleshooting skills in an enterprise IT environment.
  

Preferred Qualifications:

• Experience providing technical support in help desk or deskside environments.
• Familiarity with special systems administration tasks including access controls or secure file transfer.
• Excellent communication skills with the ability to interact effectively with customers, teammates, and leadership.
• Demonstrated ability to adapt quickly to new tasks and technologies in a fast-paced environment.
  

Clearance Requirements:

• Must have a current and active TS/SCI with Polygraph.
  

Physical Requirements:

• Ability to remain in a stationary position for at least 50% of the time.
• Ability to operate computers and standard office equipment for extended periods.
• Must be able to move within and between office buildings, including under desks and inside wiring closets.
• Must be able to lift and move IT/AV equipment weighing 50+ pounds, using carts or team lift as necessary.
• Must be able to climb ladders up to 10+ feet while installing cables and equipment.