Remote Support Technician

About the role

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

• 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.

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 currently possess an 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.

Schedule

Required shift: Mon/Tue/Thu/Fri 6:00 PM – 2:00 AM and Wed 8:00 PM – 4:00 AM, as part of a coverage team operating 24×7 support. Holidays and weekends are not required, though backup coverage may be required for weekend or evening shifts as needed. Training shift will be 6:00 AM – 2:30 PM, 7:00 AM – 3:30 PM, or 8:00 AM – 4:30 PM Monday through Friday for the first 6‑8 weeks (shift dependent on trainer availability).