Enterprise Service Desk Remote Support Technician

ManTech; Florida; Remote; USD 30,000 - 47,000; Full time

Job summary

MANTECH seeks a motivated Enterprise Service Desk Remote Support Technician to join our team in Doral, FL. The role is fully on-site, 5 days a week, providing Tier I/II support for enterprise desktops and peripherals.

You will use remote tools to troubleshoot, document incidents, manage AD accounts, and collaborate with cross-functional teams to resolve issues and improve processes.

Qualifications

• Progressively responsible IT service desk or remote desktop support experience.
• Experience delivering remote technical support and troubleshooting endpoint devices.
• Strong background in Active Directory administration and Windows OS.
• Experience with ticketing systems (e.g., ServiceNow) and remote desktop control.

Responsibilities

• Provide remote Tier I/II technical support for enterprise desktops and peripherals.
• Utilize remote tools to diagnose, configure, and restore operations.
• Log and track incidents and service requests in ticketing systems.
• Manage user accounts, password resets, and domain permissions in AD.
• Collaborate with cross-functional teams to resolve escalated incidents.
• Maintain ITSM documentation and knowledge bases.
• Suggest process improvements for remote support workflows.

Skills

Remote IT support

Active Directory

Windows OS

Ticketing systems

Remote desktop tools

Education

High School Diploma or GED

Associate's degree

Bachelor’s degree in CS/IT

IAT Level II Certification (e.g., Security+ or MD-102)

Tools

ServiceNow

Remote desktop tools

VPN tools

Job description

MANTECH seeks a motivated, career and customer-oriented Enterprise Service Desk Remote Support Technician to join our team in Doral, FL. This position is fully on-site 5 days a week.

Responsibilities include but are not limited to:

• Providing remote Tier I/II technical support, diagnostic troubleshooting, and issue resolution for enterprise desktop workstations and peripherals.

• Utilizing remote desktop management tools to inspect, configure, and restore operational capabilities across user systems.

• Logging, prioritizing, tracking, and documenting user incidents, service requests, and technical outages within enterprise ticketing platforms.

• Managing user accounts, password resets, domain permissions, and access request workflows across Active Directory environments.

• Collaborating with cross-functional technical teams, systems administrators, and network engineers to resolve escalated IT incidents.

• Maintaining accurate IT service management documentation, remote resolution knowledge bases, and operational metrics.

• Recommending and implementing continuous process improvements to enhance remote support workflows and user satisfaction.

Minimum Qualifications:

• High School Diploma or GED with 5+ years of progressively responsible experience in IT service desk or remote desktop support.

• OR an associate’s degree and 3+ or more years of relevant experience

• OR a bachelor’s degree in computer science, information technology, or a related field with 1+ years of relevant experience

• Proven experience delivering remote technical support, operating remote desktop control applications, and troubleshooting endpoint devices.

• Strong background in Active Directory administration, Windows operating systems, software installation, and ticketing systems (e.g., ServiceNow).

• IAT Level II Certification for example: CompTIA Security+ AZ-104 or MD-102 (obtained within 3 months of starting)

Preferred Qualifications:

• Prior experience supporting U.S. Military Command operations, Joint Operations Centers (JOC), or Department of Defense enterprise service desks.

• Familiarity with secure remote management tools, VPN troubleshooting, and automated patch management deployment.

• Demonstrated ability to collaborate effectively across multi-disciplinary technical teams in dynamic, fast-paced operational environments.

Clearance Requirements:

• Must hold a current/active top secret security clearance.

Physical Requirements:

• Must be able to remain in a stationary position 50%.

• Needs to occasionally move about inside the office to access file cabinets, office machinery, etc.

• Frequently communicates with co-workers, management, and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations.

MANTECH International Corporation considers all qualified applicants for employment without regard to disability or veteran status or any other status protected under any federal, state, or local law or regulation.

If you need a reasonable accommodation to apply for a position with MANTECH, please email us at [e-mail] and provide your name and contact information.