Remote Support Technician

General information

Description & Requirements

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.

Minimum Qualifications: 

• HS diploma and 4+ years of relevant help desk experience OR Bachelor’s degree

• 1+ year of hands-on experience supporting customer IT help desk.

• 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.