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Incident Technician
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Tech USA Government Solutions
Tysons, VA (In Person)
$110,000 Salary, Full-Time
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Job Description
Job Requirements Tysons, VA Top Secret/SCI Full Scope Polygraph Mid Level Career (5+ yrs experience) $100,000 - $120,000 Job Description Responsibilities include, but are not limited to: 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. Respond to and install and replace printer cartridges. 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. Support coverage as part of a team operating between 6:00 AM and 6:00 PM. The required work shift is Monday through Friday, 6:30 AM to 3:00 PM. Basic Qualifications HS Diploma and 8+ years of relevant experience OR Associates degree and 6+ years of experience OR Bachelor's degree and 4+ years of experience Proven ability to troubleshoot and resolve technical issues involving printer hardware. 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. Preferred 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. Ability to quickly adapt to evolving tasks and mission requirements.