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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 0â2 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 teamsâincluding network, systems engineering, and application developmentâto 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 shifts 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 â 3:30PM or 8:00 AM â 4:30 PM Monday through Friday for the first 2-3 weeks.
Minimum Qualifications:
- High School Diploma with 6+ years of experience, an associateâs degree with 4+ years of experience, or a Bachelorâs 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.
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