Remote Support technician

MANTECH; McLean (VA); On-site; USD 52,000 - 80,000; Full time

Job summary

MANTECH seeks a motivated Remote Support Technician to join our McLean, VA team. You will triage and resolve Tier 0–2 incidents, providing user support and basic training for common applications.

Work 9:30 AM–6:00 PM as part of a 24x7 team, with early training shifts initially. Requires a high school diploma with experience or higher, and ability to obtain TS/SCI with Polygraph.

Qualifications

• Must have strong technical problem-solving and customer-facing skills.
• Experience with Windows OS, Active Directory, and basic networking.
• Familiar with ITIL processes and IT service management concepts.

Responsibilities

• Use ITIL-based processes to manage incidents and service requests.
• Troubleshoot hardware, software, and network issues; remote desktop repair.
• Provide user support and basic training for common apps.
• Collaborate with cross-functional IT teams to restore services.
• Manage user accounts and document changes per security policies.
• Support 24x7 operations with shift coverage and holiday coverage.

Skills

Technical troubleshooting

Windows OS support

Active Directory

TCP/IP networking

Remote desktop support

Customer service

Documentation

Education

Bachelor's degree in related field

Associate's degree

High school diploma with 4+ years experience

Tools

ServiceNow ITSM

ITBM

Job description

MANTECH seeks a 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 teams—including network, systems engineering, and application development—to 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. Training shift will be 6:00 AM – 2:30PM, 7:00 AM – 3:30PM or 8:00 AM – 4:30 PM Monday through Friday for the first 6-8+ weeks.

Minimum Qualifications

• High School Diploma with 4+ years of experience, an Associate’s Degree with 2+ years of experience, or a Bachelor’s Degree with 0+ years of experience.
• 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

• Must be able to obtain and maintain a TS/SCI with Polygraph.

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.