Enterprise Service Desk Remote Support Technician

MANTECH; Miami (FL); On-site; USD 52,000 - 78,000; Full time

Job summary

MANTECH in Doral, FL is seeking a motivated Enterprise Service Desk Remote Support Technician to join our on-site team. This role handles remote Tier I/II support for enterprise desktops and peripherals, using remote tools to diagnose and resolve issues and to maintain accurate incident records.

You will support Active Directory environments, manage user accounts, and collaborate with network engineers to escalate and resolve complex IT incidents while contributing to knowledge bases and process

Qualifications

• 5+ years of IT service desk or remote desktop support.
• Alternate path: associate’s degree with 3+ years of relevant experience.
• Bachelor’s degree in CS/IT with 1+ year of relevant experience.
• Proven experience delivering remote technical support and troubleshooting endpoints.
• Strong background in Active Directory administration and Windows OS knowledge.
• Experience with ticketing systems (e.g., ServiceNow).
• IAT Level II Certification (e.g., CompTIA Security+).
• AZ-104 or MD-102 certifications obtained within 3 months of start.

Responsibilities

• Provide remote Tier I/II technical support and issue resolution for enterprise desktops and peripherals.
• Use remote desktop tools to inspect, configure, and restore user systems.
• Log, prioritize, and document incidents and service requests in ticketing systems.
• Manage user accounts, password resets, domain permissions, and access workflows in Active Directory.
• Collaborate with cross-functional teams, systems admins, and network engineers to resolve escalated IT incidents.
• Maintain ITSM documentation, knowledge bases, and metrics.
• Recommend and implement process improvements to enhance remote support workflows.

Skills

Remote technical support

Active Directory administration

Windows operating systems

Software installation

Ticketing systems (ServiceNow)

IAT Level II Certification

AZ-104 / MD-102

Education

High School Diploma or GED

Associate’s degree

Bachelor’s degree in CS/IT or related field

Tools

Remote desktop management tools

Active Directory management tools

ServiceNow

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.