Remote Support Technician

MANTECH; McLean (VA); On-site; USD 52,000 - 76,000; Full time

Job summary

MANTECH seeks a motivated Remote Support Technician in McLean, VA, to triage, categorize, and resolve Tier 0-2 incidents for IT infrastructure and mission-critical apps. You will work in a 24/7 operations team, applying ITIL processes, and providing user support and basic training.

Qualified candidates have a mix of HS/Associate/Bachelor degrees with IT experience, Windows AD, networking basics, and strong communication skills. TS/SCI with Polygraph clearance is required.

Qualifications

• Bachelor's/Associate/High School with relevant IT experience.
• Experience resolving technical problems via telephone or self-service.
• Familiarity with Windows AD, desktop apps, and basic networking.

Responsibilities

• Triage and resolve Tier 0-2 incidents using ITIL processes.
• Troubleshoot hardware, software, and network issues remotely.
• Provide user support and basic training for common applications.
• Collaborate with cross-functional IT teams to restore services.

Skills

Windows troubleshooting

Active Directory

Microsoft Office

Networking basics

Customer support

Education

High School Diploma

Associate's Degree

Bachelor's Degree

Tools

ServiceNow ITSM

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 7:00 AM - 3:30PM or 8:00 AM - 4:30 PM Monday through Friday for the first 2-3 weeks.

Minimum Qualifications

• High School Diploma with 6+ years of experience, an Associate's Degree with 4+ years of experience, or a Bachelor's Degree with 2+ 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 have a current/active 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.