Support Technician

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Leverage ITIL-based methodologies to effectively manage and resolve incoming incidents, service requests, and demands, ensuring prompt and precise issue tracking.

• Diagnose, analyze, and rectify hardware, software, and network issues, executing remote desktop repairs while minimizing escalations to Tier 3 support.

• Deliver user support and fundamental training for common applications, system processes, and office productivity tools.

• Collaborate with interdisciplinary IT teams—including network, systems engineering, and application development—to restore services and tackle complex challenges.

• Oversee user accounts, access permissions, and perform specialized administrative tasks while maintaining clear documentation and adhering to security protocols.

⛳️ Requirements

• Proven experience in resolving technical issues and addressing inquiries through telephone or self-service regarding hardware, software, networks, system/application access, and telecommunications.

• Proficient in Windows Active Directory, various desktop applications, as well as configuration and debugging techniques.

• Experience in supporting Windows 10, Microsoft Office 2016 or later, and commonly used business applications.

• Understanding of TCP/IP, general networking challenges, virus scanning services, and support for desktops, laptops, and peripherals.

• Relevant work experience in a technical help desk role.

• Specialized experience in non-commercial systems administration (access management/file transfer).

• Familiarity with ServiceNow ITSM & ITBM.

• Excellent communication skills with the ability to convey accurate information to coworkers, management, and customers.

• Ability to adapt to rapidly changing tasks and requirements, along with a willingness to acquire new skills while on the job.

🏝️ Benefits

• Healthcare

• Wellness

• Financial

• Retirement

• Family support

• Continuing education

• Time off benefits