Remote Support Technician

MANTECH•McLean, VA

1d•$66,000 - $109,200•Onsite

About The Position

MANTECH is seeking a motivated, career-oriented, and customer-focused Remote Support Technician to join its team in McLean, Virginia. The role is part of a 24/7 operational team that triages, categorizes, and resolves Tier 0–2 incidents and requests in support of IT infrastructure and mission-critical applications. The technician identifies problems thoroughly and follows up on their resolution. The required shift is 9:30 a.m.–6:00 p.m., Monday through Friday, within a coverage team that provides support 24/7, including holidays. For the first 2–3 or more weeks, training will take place in McLean on a Monday-through-Friday shift of 6:00 a.m.–2:30 p.m., 7:00 a.m.–3:30 p.m., or 8:00 a.m.–4:30 p.m., depending on trainer availability. The role requires a current, active TS/SCI clearance with Polygraph. The position is onsite and full-time.

Requirements

High school diploma with at least 4 years of experience, an associate degree with at least 2 years of experience, or a bachelor's degree.
Experience resolving technical problems and answering queries by telephone or self-service involving hardware, software, networks, system or application access, and telecommunications.
Knowledge of Windows Active Directory, multiple desktop programs, configuration, and debugging techniques.
Experience supporting Windows 10, Microsoft Office 2016 or later, and common business applications.
Familiarity with TCP/IP, general networking issues, virus scanning services, and desktop, laptop, and peripheral support.
Current, active TS/SCI clearance with Polygraph.
Ability to remain stationary at least 50% of the time; operate a computer, phone, and other office equipment for extended periods; and occasionally move around the office to access equipment or communicate with others.

Nice To Haves

Related work experience in a technical help desk position.
Experience as a special non-commercial systems administrator, including access management or file transfer.
Experience with ServiceNow ITSM and ITBM.
Strong communication skills and ability to exchange accurate information with coworkers, management, and customers.
Adaptability to changing tasks and requirements, and eagerness to learn new skills on the job.

Responsibilities

Use ITIL-based processes to manage and resolve incoming incidents, service requests, and demands, ensuring timely and accurate issue tracking.
Troubleshoot, analyze, and resolve hardware, software, and network issues; perform remote desktop repairs and minimize escalations to Tier 3 support.
Provide user support and basic training for common applications, system procedures, and office productivity tools.
Collaborate with network, systems engineering, application development, and other IT teams to restore services and address complex problems.
Manage user accounts and access permissions, perform special administrative tasks, maintain clear documentation, and follow security protocols.
Work the required Monday–Friday shift and participate in a 24/7 coverage team that includes holidays; attend the specified initial training shift in McLean.