Incident Technician

Responsibilities

• Deliver end-to-end incident response and customer support by following ITIL processes, performing remote triage, resolving hardware/software/network issues, and escalating complex cases when needed.
• Support installation, configuration, relocation, and documentation of desktop IT equipment—including workstations, peripherals, phones, AV components, and network devices.
• Troubleshoot and resolve issues involving Windows Active Directory, Microsoft Office, business applications, browsers, and network connectivity while restoring services, determining root causes, and maintaining accurate logs, records, and status reports.
• Provide clear communication and user assistance, including guidance on system procedures, application use, downtime processes, and updates during outages or service restoration.
• Travel locally between customer buildings and support temporary assignments as required.
• Work scheduled shift from 9:30 AM to 6:00 PM as part of a team providing coverage between 6:00 AM and 6:00 PM. Shift may vary based on support required.

Requirements

• Basic Qualifications: HS Diploma and 6+ years of relevant experience OR associate’s degree and 4+ years of experience OR Bachelor’s degree and 2+ years of experience.
• Experience providing technical support in a help desk, service desk, installation, or incident management role.
• Ability to troubleshoot and resolve hardware, software, network, and telecommunications issues.
• Experience supporting Windows 10, Microsoft Office 2016 or later, and common business applications.
• Knowledge of Active Directory, TCP/IP networking concepts, and standard IT support tools.
• Experience installing IT endpoints such as desktops, printers, VOIP/digital phones, and network switches.

Qualifications

• CUSTOMER-specific Component Mission Administrator (CMA) or Directorate Mission Administrator (DMA) certification.
• Experience in a technical help desk position and IT hardware/cabling installation.
• Experience with enterprise ticketing systems (ServiceNow ITSM/ITOM, Remedy, Jira Service Management).
• Strong problem-solving, communication, and customer service skills.
• Able to quickly adapt to evolving tasks and mission requirements.

Benefits

• Ability to remain stationary up to 50% of the time.
• Ability to move throughout buildings, access under desks, raised floors, and confined spaces.
• Ability to lift and move IT/AV equipment weighing 50+ pounds (team lifts or carts as needed).
• Ability to operate computers, phones, and standard office equipment for extended periods.

Pay

• Competitive salary commensurate with experience.

Schedule

• Scheduled shift from 9:30 AM to 6:00 PM as part of a team providing coverage between 6:00 AM and 6:00 PM. Shift may vary based on support required.