Recro, a Certified Small Business, helps federal agencies achieve their goals through IT infrastructure, cybersecurity, DevOps, cloud services, and digital transformation. We prioritize innovation, employee growth, and a collaborative work environment, guided by our core value - to make a difference.

Currently, Recro is seeking a motivated, career and customer-oriented Dedicated Incident Technicianjoin our team in McLean, VA. 

Clearance

• TS/SCI FS Poly

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.

Required Qualifications

• High School Diploma with 6+ years of experience, an Associate’s Degree with 4+ years of experience, or a Bachelor’s Degree with 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

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.

Work Schedule:

• 7:00 AM to 3:30 PM as part of a coverage team operating between 6:00 AM and 6:00 PM. Shift may need to flex given requirements. 

Benefits at Recro:

• 100% paid medical, dental, and vision 
• 401k - 6% matching and 401k profit sharing
• PTO - 120 Hours
• Federal Holidays
• Education and Tuition Reimbursements
• Wellness Benefits
• A lot of cool gear!

Working at Recro

• A Great Culture - We are building a culture at Recro where amazing people (like you) can do their best work. If you are ready to grow your career and recro (re-invent) the way our clients operate, you have come to the right place.

• A Great Place to Work - Employees are treated like people, not line items. We work smart when we can and hard when we must but we always do it together, as a team. We are a team with tons of passion and enthusiasm to blaze new trails and improve the state of our clients, the broader community, and even the world.

• A Great Place to Contribute - We believe diverse perspectives improve each challenge that we face. We trust and enable our amazing people to accomplish amazing feats. At Recro, you will be empowered to deliver your best work.

• A Great Place to Grow - We believe in our people and maximizing your potential. At Recro, we continue to look into the future and invest in each other through teamwork, collaboration, and training.