Remote Support Technician

Job Summary

To deliver mid-level Tier II remote support to J6 users, the full-time Remote Support Technician will independently manage incident workloads, troubleshoot complex software and hardware issues, and ensure SLA compliance while working remotely.

Key responsibilities

• Independently supports remote operations, managing incident workload and resolving end-user issues via remote access tools
• Documents all support activities in ServiceNow, ensuring accurate tracking and reporting of interactions and resolutions
• Collaborates with the Solution Center Lead to consult on complex issues and escalates to EUD Tier II technicians when necessary

Required qualifications

• Active Secret security clearance at time of award
• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience and certifications
• 5 or more years of professional experience in Tier II remote support or IT systems analysis
• Required certifications: ITIL v4 Foundations, CompTIA Security+, HDI Desktop Advanced Support Technician
• Strong analytical skills with a proven record of resolving complex incidents remotely