Expert Technical Support Analyst

General information

Description & Requirements

ManTech seeks a motivated, career and customer-oriented Expert Technical Support Analyst to join our team in McLean, VA. In this role, you will oversee and execute complex audiovisual (AV) and video teleconferencing (VTC)  projects. This role requires technical expertise in AV system planning and installation, hands-on leadership in field operations, and the ability to manage cross-functional teams and project deliverables in dynamic, high-visibility environments. Candidates should be self-starters with a deep understanding of the full AV project lifecycle—from design through implementation and sustainment.

Responsibilities include, but are not limited to:

• Lead AV/VTC planning and replacement of existing AV/VTC solutions
• Attend client meetings and conduct site surveys to capture requirements and translate them into functional system designs.
• Create and review architectural documentation including floor plans, elevations, and signal flow diagrams.
• Estimate engineering, programming, and labor requirements for AV projects.
• Supervise and assist with the installation of AV systems, including cabling (CAT6, fiber, coax, speaker wire, control cables), terminations, and rack builds.
• Troubleshoot technical issues during and after installation; serve as escalation point for complex problems.
• Develop and maintain project plans, schedules, and documentation using ServiceNow PPM or similar tools.
• Provide guidance and mentorship to junior installers and technicians; ensure adherence to quality standards and best practices.
• Communicate project status, risks, and issues effectively with clients, stakeholders, and internal teams.
• Maintain records, ensure compliance with Key Performance Indicators (KPIs), and support performance reporting.
• Local travel will be required between customer buildings or temporary assignment to an alternate location in support of special projects.
• May have supervisory responsibilities.

Minimum Qualifications:

• Bachelor's degree and 9+ years of relevant experience, or a combination of education and work experience equivalent to 13+ years.
• Demonstrated experience in designing, configuring, and implementing AV/VTC systems for conference rooms, operations centers, training rooms, and executive suites.
• Strong working knowledge of AV systems, switching hardware, DSP technology (including DANTE), signal flow theory, and commercial audio equipment.
• Experience managing AV projects in a Working Capital Fund (WCF) or similarly complex funding environment.
• Proficiency in MS Office Suite, including Visio and PowerPoint.
• Working knowledge of IP technologies, networking concepts, and AV control systems.
• Excellent problem-solving skills, attention to detail, and ability to work independently and collaboratively.
• Strong communication and customer service skills; ability to interact professionally at all organizational levels.

Preferred Qualifications:

• AVIXA CTS certification (CTS-I or CTS-D preferred).
• PMP, CSM, or equivalent project management certification.
• Experience using ServiceNow ITSM/ITBM/PPM tools for project tracking and reporting.
• Familiarity with Agile, ITIL, or other project delivery frameworks.
• Experience supporting customer-specific environments, including ticketing systems, access management, and voice/video infrastructure.
• Formal education in electronics, engineering, or a related technical field.
• Strong communication skills due to variety of groups to be working with, such as co-workers, management, and customers; must be able to exchange accurate information. 
• Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the job.

Clearance Requirements:

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

Physical Requirements:

• Must be able to remain in a stationary position at least 50% of the time. Constantly operate a computer, phone, and other office equipment for extended periods of time.
• Must be able to move/traverse within and between buildings and offices, position self to maintain equipment and cabling, including under the desks, while moving floor tiles, and in server closets, some of which may be confined spaces.
• Must be able to move Audio/Visual or Computer equipment weighing 50+ pounds, some equipment may require team-lift or the use of carts. Ascends/descends a ladder, 10+ feet high while pulling cables and adjusting equipment.