Junior Remote Support Technician

Diné Development Corporation • Arlington, VA

7d • $39,000 - $50,000 • Remote

About The Position

The Junior Remote Support Technician (Solution Center) provides Tier I and developing Tier II remote IT support to end users in support of DISA’s C4E J6 Service Delivery mission. The technician delivers customer service while troubleshooting common hardware and software issues in an enterprise Windows environment, using approved remote access tools, documenting work in ServiceNow, and meeting established service level agreements. The role operates under the guidance of senior technicians and the Solution Center Lead, escalating complex or stalled incidents with clear handoff documentation.

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 accepted equivalent combination of advanced vendor certification (including certification in the technology being applied) and directly relevant professional experience.
• 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.
• Experience with classified network remote access support, DameWare or equivalent remote access tools, or Solution Center operations.

Responsibilities

• Provide remote support for common enterprise Windows issues, including login and access, Office applications, printers, basic connectivity, and VPN-related access.
• Use approved remote access tools to diagnose and resolve user issues, determining when remote resolution is appropriate and when deskside intervention is needed.
• Perform initial diagnostics, user verification, and guided remediation for Government Furnished Equipment.
• Troubleshoot basic NIPR/SIPR remote access issues by following established procedures and coordinating with network or security teams as needed.
• Manage assigned incidents in ServiceNow, including accurate categorization, prioritization, detailed troubleshooting notes, and timely updates.
• Follow SLA and performance targets, monitor tickets for aging or stalled status, and escalate appropriately.
• Provide clear technical handoffs to deskside technicians or Tier II/III teams to prevent redundant troubleshooting.
• Communicate professionally with customers, provide status updates, and set expectations.
• Collaborate with peers and senior staff, seek guidance when needed, and develop independent troubleshooting capability.
• Contribute to knowledge articles and internal documentation by capturing recurring fixes and lessons learned.
• Stay current on supported software and hardware and follow security procedures for classified access environments.
• Perform other duties as assigned.

Benefits

• Medical coverage.
• Dental coverage.
• Vision coverage.
• Life and disability coverage.
• Retirement savings with company match.
• Paid time off.
• Voluntary supplemental benefits.
• Access to an employee assistance program.
• Educational assistance with tuition reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level