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.
• Support coverage as part of a team operating between 6:00 AM and 6:00 PM.

Requirements

• Basic Qualifications: HS Diploma and 6+ years of relevant experience OR Associates 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).

Skills

• Strong problem-solving, communication, and customer service skills.
• Ability to quickly adapt to evolving tasks and mission requirements.

Benefits

Travel locally between customer buildings and support temporary assignments as required.

Pay

Salary range: $80,000 - $100,000 annually.

Schedule

Monday through Friday, 9:30 AM to 6:00 PM.