Junior Remote Support Technician

About the role

• As the Junior Remote Support Technician (Solution Center) (Entry-Level), you will provide Tier I and developing Tier II remote IT support to end users supporting DISA's C4E J6 Service Delivery mission. You will deliver excellent customer service while troubleshooting common hardware and software issues using remote access tools, documenting all work in ServiceNow, and meeting established service level agreements (SLAs). You will work under guidance from senior technicians and the Solution Center Lead, escalating complex or stalled incidents with clear handoff documentation.
• Responsibilities:
• Remote Support & Troubleshooting
• Provide remote technical support to users for common issues in an enterprise Windows environment (login/access, Office apps, printers, basic connectivity, VPN-related access issues).
• Use approved remote access tools to diagnose and resolve end-user issues; determine when an issue can be resolved remotely vs. when deskside intervention is needed.
• Perform basic troubleshooting for Government Furnished Equipment (GFE), including initial diagnostics, user verification steps, and guided remediation.
• Support basic troubleshooting for NIPR/SIPR remote access issues by following established SOPs and coordinating with network/security teams as needed.
• Ticket Management & Documentation
• Manage assigned incident workload in ServiceNow, ensuring accurate categorization, prioritization, detailed troubleshooting notes, and timely updates.
• Follow SLA and performance targets; monitor assigned tickets for aging/stalled status and escalate appropriately.
• Provide clean technical handoffs to deskside technicians or Tier II/III teams to avoid redundant troubleshooting.
• Customer Service & Collaboration
• Deliver courteous, professional customer support; communicate status updates clearly and set expectations.
• Collaborate with peers and senior staff to resolve complex issues; seek guidance when needed while building independent troubleshooting capability.
• Contribute to knowledge articles and internal documentation by capturing repeat fixes and lessons learned.
• Other
• Stay current on supported software/hardware and follow security procedures for classified access environments.
• Perform other duties as assigned.
• Qualifications:
• Years of Experience: 1-3 years of professional experience in IT support, service desk, remote support, or desktop support (internships count). Demonstrated ability to troubleshoot Windows and standard enterprise applications using structured problem-solving.
• Education Level: Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related technical discipline; or equivalent combination of advanced vendor certification (including vendor certification in the technology being applied) and directly relevant professional experience accepted in lieu of degree.
• Clearance Requirements: Active Secr et
• Certification Requirements:
• Required Certifications: CompTIA Security+ (upon hire); HDI Desktop Advanced Support Technician and ITIL v4 Foundations (ability to obtain within six months of hire)
• Preferred Certifications: CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator, Windows 11 OS Troubleshooting certification.
• Any other work-related qualifications needed for the role:
• Preferred Experience: Prior experience supporting a DoD or J6 customer environment, including classified network remote access support, DameWare or equivalent remote access tools, or Solution Center operations.

Salary Range: $39,000 to $50,000

The compensation range listed for this position represents the good faith salary range Diné Development Corporation (DDC) and its subsidiaries reasonably expect to pay for the role, in accordance with applicable state and local pay transparency laws. Actual compensation will be determined based on a variety of factors, including the position's responsibilities, the candidate's education, experience, skills, internal equity, market considerations, and any applicable collective bargaining agreements or legal requirements.

Benefits

Eligible full-time employees receive a comprehensive benefits package, including medical, dental, vision, life and disability coverage, retirement savings with company match, and paid time off. Additional benefits include voluntary supplemental benefits, access to an employee assistance program, and educational assistance with tuition reimbursement.