MANTECH seeksa motivated, career-oriented, and customer-focused Remote Support Technician to join our team in McLean, VA. In this role, you will work collaboratively in a 24/7 operational team to efficiently triage, categorize, and resolve Tier 0–2 incidents and requests, supporting IT infrastructure and mission-critical applications with thorough problem identification and follow-up.
Responsibilities include, but are not limited to:
Utilize ITIL-based processes to efficiently manage and resolve incoming incidents, service requests, and demands, ensuring timely and accurate issue tracking.
Troubleshoot, analyze, and resolve hardware, software, and network issues, performing remote desktop repairs and minimizing escalations to Tier 3 support.
Provide user support and basic training for common applications, system procedures, and office productivity tools.
Collaborate with cross-functional IT teamsincluding network, systems engineering, and application developmentto restore services and address complex problems.
Manage user accounts, access permissions, and perform special administrative tasks while maintaining clear documentation and adhering to security protocols.
Work required shift from 9:30 AM to 6:00 PM as part of a coverage team operating 24x7 support, to include holidays.
Minimum Qualifications:
HS diploma and 4+ years of relevant help desk experience OR Bachelor’s degree
1+ year of hands-on experience supporting customer IT help desk.
Experience resolving technical problems and answering queries via telephone or self-service involving hardware, software, networks, system/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/peripheral support.
Preferred Qualifications:
Related work experience in a technical help desk position.
Special non-commercial systems administrator experience (access management/file transfer).
Experience with ServiceNow ITSM & ITBM.
Strong communication skills and the ability to exchange accurate information with coworkers, management, and customers.
Adaptability to quickly changing tasks and requirements, and eagerness to learn new skills while on the job.
Clearance Requirements:
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.
Occasionally move about inside the office to access file cabinets, office machinery, or to communicate with co-workers, management, and customers.