Support Technician
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Job Description
Remote Support Technician providing IT support to U.S. Federal agencies. Utilizing ITIL processes and collaborating with IT teams to address incidents and service requests.
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.
Requirements:
- 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.
- Related work experience in a technical help desk position (preferred).
- Special non-commercial systems administrator experience (access management/file transfer) (preferred).
- Experience with ServiceNow ITSM & ITBM (preferred).
- Strong communication skills and the ability to exchange accurate information with coworkers, management, and customers (preferred).
- Adaptability to quickly changing tasks and requirements, and eagerness to learn new skills while on the job (preferred).
Benefits:
- Employee Stock Ownership Plan (ESOP)
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