On-Site Enterprise IT Service Desk 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 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