Enterprise Service Desk Remote Support Technician

• Providing remote Tier I/II technical support, diagnostic troubleshooting, and issue resolution for enterprise desktop workstations and peripherals.
• Utilizing remote desktop management tools to inspect, configure, and restore operational capabilities across user systems.
• Logging, prioritizing, tracking, and documenting user incidents, service requests, and technical outages within enterprise ticketing platforms.
• Managing user accounts, password resets, domain permissions, and access request workflows across Active Directory environments.
• Collaborating with cross-functional technical teams, systems administrators, and network engineers to resolve escalated IT incidents.
• Maintaining accurate IT service management documentation, remote resolution knowledge bases, and operational metrics.
• Recommending and implementing continuous process improvements to enhance remote support workflows and user satisfaction.

• High School Diploma or GED with 5+ years of progressively responsible experience in IT service desk or remote desktop support.
• OR an associate’s degree and 3+ or more years of relevant experience
• OR a bachelor’s degree in computer science, information technology, or a related field with 1+ years of relevant experience
• Proven experience delivering remote technical support, operating remote desktop control applications, and troubleshooting endpoint devices.
• Strong background in Active Directory administration, Windows operating systems, software installation, and ticketing systems (e.g., ServiceNow).
• IAT Level II Certification for example: CompTIA Security+ AZ-104 or MD-102 (obtained within 3 months of starting), * Prior experience supporting U.S. Military Command operations, Joint Operations Centers (JOC), or Department of Defense enterprise service desks.
• Familiarity with secure remote management tools, VPN troubleshooting, and automated patch management deployment.
• Demonstrated ability to collaborate effectively across multi-disciplinary technical teams in dynamic, fast-paced operational environments.

Clearance Requirements:

• Must hold a current/active top secret security clearance.

Physical Requirements:

• Must be able to remain in a stationary position 50%.
• Needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Frequently communicates with co-workers, management, and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations.