Remote Support Technician (2026-0171)

• Utilize ITIL-based processes to efficiently manage and resolve incoming incidents, service requests, and demands, ensuringtimelyandaccurateissue 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 whilemaintainingclear documentation and adhering to security protocols.

• 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,configurationand 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.

• Special non-commercial systems administrator experience (access management/file transfer).

• Experience with ServiceNow ITSM & ITBM.

• Strong communicationskills and the ability to exchangeaccurateinformation with coworkers, management, and customers.

• Adaptability to quickly changing tasks and requirements, and eagerness to learn new skills while on the job.

• Must be able to remain in a stationary position at least75% of the time.

• Constantlyoperatea computer, phone, and other office equipment for extended periods of time.

• Occasionally move about inside the office to access file cabinets, office machinery, or to communicate with co-workers, management, and customers.

EQUAL EMPLOYMENT OPPORTUNITY (EEO) STATEMENT

ATS is committed to a program of equal employment opportunity without regard to race, color, ethnicity, national origin, ancestry, citizenship, sex, pregnancy, marital status, sexual orientation, age, religion/creed, hairstyles and hair textures, handicap/disability, genetic information/history, military/veteran status, or any other characteristic or condition protected by applicable law. We support the employment and advancement in employment of individuals with disabilities and of protected veterans, and we treat qualified individuals without discrimination on the basis of their physical or mental disability or veteran status.