Junior Remote Support Technician
The Junior Remote Support Technician provides Tier I and developing Tier II remote IT support to end users within a classified government environment, focusing on troubleshooting hardware and software issues using remote tools. This entry-level role emphasizes excellent customer service, incident management via ServiceNow, and collaboration with senior staff to ensure timely resolution and escalation of technical problems. The position requires adherence to security protocols and contributes to knowledge sharing within the support team.
About Careertakes
👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, the IT industry.
Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.
Position Summary
Confidential Client is seeking a Junior Remote Support Technician to provide Tier I and developing Tier II remote IT support for enterprise users. This is an entry-level, full-time remote-support role based in Arlington, VA. The role emphasizes strong customer service, timely ticket management in ServiceNow, and following SOPs for classified and unclassified environments.
What You’ll Do
- Provide Tier I and developing Tier II remote technical support for Windows-based enterprise environments (login/access, Office apps, printing, basic connectivity, VPN).
- Use approved remote-access tools (e.g., DameWare or equivalent) to diagnose and resolve end-user issues; determine when deskside intervention is required.
- Perform initial troubleshooting for Government Furnished Equipment (GFE) and guided remediation steps with users.
- Support basic NIPR/SIPR remote access troubleshooting per established SOPs and coordinate with network/security teams when needed.
- Manage assigned incidents in ServiceNow: accurately categorize, prioritize, document troubleshooting steps, and update ticket status to meet SLAs.
- Monitor ticket aging/stalled items and escalate with clear handoff documentation to Tier II/III or deskside teams.
- Deliver courteous, professional customer service; set clear expectations and provide timely status updates.
- Contribute knowledge articles and internal documentation by capturing repeat fixes and lessons learned.
- Follow security procedures for classified access environments and remain current on supported software/hardware.
- Perform other duties as assigned by the Solution Center Lead.
Qualifications
- 1–3 years of professional experience in IT support, service desk, remote support, or desktop support (internships count).
- Demonstrated ability to troubleshoot Windows OS and common enterprise applications using structured problem-solving.
- Bachelor’s degree in Information Technology, Computer Science, Information Systems, or related field — OR equivalent combination of advanced vendor certifications and directly relevant experience.
- Active Secret clearance required.
- Required on-hire certification: CompTIA Security+. Ability to obtain HDI Desktop Advanced Support Technician and ITIL v4 Foundations within six months of hire.
- Preferred certifications: CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator, Windows 11 troubleshooting.
- Preferred experience: prior support for DoD/J6 environments, classified network remote access, Solution Center operations, and experience with remote access tools like DameWare.
Employment Details & Compensation
- Employment type: Full-time (remote-support role tied to Arlington, VA).
- Job location: Arlington, VA (telecommute position; applicant must be eligible to work in the U.S.).
- Salary range: $39,000 to $50,000 per year — provided in good faith and consistent with applicable pay-transparency laws. Actual compensation will be based on experience, skills, and other job-related factors.
Benefits
- Comprehensive benefits for eligible full-time employees, including medical, dental, vision, life and disability insurance, retirement savings with company match, and paid time off.
- Voluntary supplemental benefits, employee assistance program, and educational assistance/tuition reimbursement.
Notes on Hiring & Compliance
- This position requires work in environments that follow government security procedures; you must maintain required clearance and follow all policies for classified access.
- Confidential Client participates in E-Verify and adheres to federal contractor compliance obligations where applicable.
Equal Opportunity & Hiring Transparency
Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.
If you have questions about how your data is used, please contact us directly.
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