Remote Support Technician

General information

Requisition # R63031 Locations USA-VA-Mclean Posting Date 09/02/2025 Security Clearance Required TS/SCI w/ Poly Remote Type Onsite Time Type Full time

Description & Requirements

Unlock the secrets of intelligence with MANTECH! Join a dynamic team at the forefront of national security, providing advanced solutions to government intelligence agencies. Since 1968, we’ve been solving the toughest challenges with groundbreaking tech. Explore thrilling projects in Digital Transformation, Cybersecurity, IT, Data Analytics and Software Development. Elevate your career and make a difference. Your adventure begins now—unleash your potential with MANTECH!

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