Junior Remote Support Technician

Diné Development Corporation•Arlington, VA

6d•Remote

About The Position

As the Junior Remote Support Technician (Solution Center), you will provide Tier I and developing Tier II remote IT support to end users supporting DISA’s C4E J6 Service Delivery mission. You will deliver customer service while troubleshooting common hardware and software issues with remote access tools, documenting work in ServiceNow, and meeting established service level agreements (SLAs). You will work under the guidance of senior technicians and the Solution Center Lead, escalating complex or stalled incidents with clear handoff documentation. The role includes remote troubleshooting in an enterprise Windows environment, support for Government Furnished Equipment (GFE), and basic NIPR/SIPR remote access troubleshooting using established procedures. You will manage incident tickets, communicate clearly with users, collaborate with peers and senior staff, contribute to knowledge articles, stay current on supported software and hardware, and follow security procedures for classified access environments. Other duties may be assigned.

Requirements

1–3 years of professional experience in IT support, service desk, remote support, or desktop support; internships count.
Demonstrated ability to troubleshoot Windows and standard enterprise applications using structured problem-solving.
Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related technical discipline, or an equivalent combination of advanced vendor certification (including vendor certification in the technology being applied) and directly relevant professional experience accepted in lieu of a degree.
Active Secret clearance.
CompTIA Security+ certification upon hire.
Ability to obtain HDI Desktop Advanced Support Technician and ITIL v4 Foundations certifications within six months of hire.

Nice To Haves

CompTIA A+ certification.
Microsoft 365 Certified: Modern Desktop Administrator certification.
Windows 11 OS Troubleshooting certification.
Prior experience supporting a DoD or J6 customer environment, including classified network remote access support, DameWare or equivalent remote access tools, or Solution Center operations.

Responsibilities

Provide Tier I and developing Tier II remote technical support for common enterprise Windows issues, including login and access, Office applications, printers, basic connectivity, and VPN-related access issues.
Use approved remote access tools to diagnose and resolve end-user issues and determine whether deskside intervention is needed.
Perform basic troubleshooting for Government Furnished Equipment (GFE), including initial diagnostics, user verification steps, and guided remediation.
Troubleshoot basic NIPR/SIPR remote access issues by following established SOPs and coordinating with network or security teams as needed.
Manage assigned incident workload in ServiceNow, ensuring accurate categorization, prioritization, detailed troubleshooting notes, and timely updates.
Follow SLA and performance targets, monitor assigned tickets for aging or stalled status, and escalate appropriately.
Provide clean technical handoffs to deskside technicians or Tier II/III teams to avoid redundant troubleshooting.
Deliver courteous, professional customer support, communicate status updates clearly, and set expectations.
Collaborate with peers and senior staff to resolve complex issues, seek guidance when needed, and build independent troubleshooting capability.
Contribute to knowledge articles and internal documentation by capturing repeat fixes and lessons learned.
Stay current on supported software and hardware and follow security procedures for classified access environments.
Perform other duties as assigned.