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Remote Software Troubleshooting Jobs in Virginia

NTT DATA Services

HQ Deskside Technician

Arlington, VA · On-site +1

$60.21K - $81.47K/yr

Proficient in hardware and software troubleshooting including Audio/Visual equipment, along with ... While many positions offer remote or hybrid work options, these arrangements are subject to change ...

New

NTT DATA Services

HQ Deskside Technician

Arlington, VA · On-site +1

$60.21K - $81.47K/yr

Proficient in hardware and software troubleshooting including Audio/Visual equipment, along with ... While many positions offer remote or hybrid work options, these arrangements are subject to change ...

New

SAIC

Senior Software Engineer

Hampton, VA · Remote

$118.40K - $156.10K/yr

None Potential for Remote Work: ORA_ON_SITE Description SAIC is looking for a Software Developer ... Diagnosing and troubleshooting operational problems. * Must be able to work independently and ...

SprezzMC

Software Developer

Arlington, VA · Remote

Remote (In the U.S) Other Considerations: U.S. Citizen or Permanent Resident (Required) POSITION ... Troubleshoot and debug applications to optimize performance. * Write clean, scalable, and efficient ...

New

SAIC

Senior Software Engineer

Hampton, VA · Remote

$121.40K - $160K/yr

None Potential for Remote Work: ORA_ON_SITE Description SAIC is looking for a Software Developer ... Diagnosing and troubleshooting operational problems. * Must be able to work independently and ...

CGI Inc.

Remote Support Technician, Journeyman

Arlington, VA · On-site +1

$43.10K - $54.10K/yr

Remote Support Technician, Journeyman Category: Service Desk / End User Services Main location ... They troubleshoot hardware and software issues, guide users through solutions, and perform system ...

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Remote Software Troubleshooting information

What are the key skills and qualifications needed to thrive as a Remote Software Troubleshooting Specialist, and why are they important?

Success in remote software troubleshooting requires strong technical knowledge of software systems, analytical problem-solving abilities, and often a degree in IT or computer science. Familiarity with remote desktop tools, ticketing systems like Zendesk, and certifications such as CompTIA A+ or Microsoft Certified Solutions Associate are commonly needed. Excellent communication, patience, and customer service skills help professionals effectively assist users and resolve issues remotely. These skills ensure efficient problem resolution, high user satisfaction, and minimize downtime in distributed work environments.

What are some common challenges faced in a remote software troubleshooting role, and how can they be addressed?

One common challenge in remote software troubleshooting is effectively diagnosing issues without direct access to a user's device or system. Clear communication is essential, as you often rely on users to describe problems and follow instructions. Utilizing remote desktop tools, maintaining detailed documentation, and developing strong problem-solving skills can help overcome these hurdles. Additionally, building rapport with users and being patient fosters a more productive troubleshooting environment.

What is remote software troubleshooting?

Remote software troubleshooting is the process of diagnosing and resolving software issues on a user's computer or device from a different location, using remote access tools and communication technologies. Technicians can connect to the affected system over the internet to identify problems, install updates, configure settings, or remove malware without being physically present. This approach saves time and resources, allowing for quick support and minimizing downtime for users.

What is the difference between Remote Software Troubleshooting vs Remote Technical Support?

AspectRemote Software TroubleshootingRemote Technical Support
Primary FocusDiagnosing and resolving software issuesAssisting with hardware, software, and account problems
Skills RequiredProblem-solving, software knowledge, diagnostic toolsCustomer service, communication, basic technical skills
Work EnvironmentRemote, often with access to diagnostic softwareRemote or on-site, with direct customer interaction
CertificationsIT certifications (e.g., CompTIA, Microsoft)Customer service certifications, basic IT knowledge

Remote Software Troubleshooting primarily involves diagnosing and fixing software issues, requiring technical skills and diagnostic tools. Remote Technical Support covers a broader range of customer assistance, including hardware and account problems, emphasizing communication skills. Both roles are remote and industry-standard, but their focus and skill sets differ.

What are popular job titles related to Remote Software Troubleshooting jobs in Virginia? For Remote Software Troubleshooting jobs in Virginia, the most frequently searched job titles are:
What job categories do people searching Remote Software Troubleshooting jobs in Virginia look for? The top searched job categories for Remote Software Troubleshooting jobs in Virginia are:
What cities in Virginia are hiring for Remote Software Troubleshooting jobs? Cities in Virginia with the most Remote Software Troubleshooting job openings:
Remote Software Troubleshooting jobs near you
Infographic showing various Remote Software Troubleshooting job openings in Virginia as of May 2026, with employment types broken down into 84% Full Time, 10% Part Time, 1% Temporary, and 5% Contract. Highlights an 90% Physical, 1% Hybrid, and 9% Remote job distribution.

Help Desk Specialist II (Tier II- Advanced Support)

Home - ARETEC

Ashburn, VA • Remote

Full-time

Posted 6 days ago

Job description

Help Desk Specialist II (Tier 2 – Advanced Support)

CBP Technology Service Desk (TSD)

Location: Remote

Schedule: Rotating shifts; 24x7x365 coverage required (includes nights, weekends, and holidays)

Employment Type: Fulltime

Clearance Requirement: CBP Background Investigation (Unclassified)

Position Summary

Aretec is seeking a Help Desk Specialist II (Tier 2 – Advanced Support) to provide advanced technical support for the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role delivers secondlevel troubleshooting and resolution for complex technical issues escalated from Tier 1, supporting CBP's missioncritical IT environment. The ideal candidate brings strong technical depth, excellent problemsolving skills, and experience supporting enterprisescale systems.

What You'll Do

  • Provide 24x7x365 Tier II advanced technical support for incidents and service requests transferred via ServiceNow tickets or warmtransferred calls.
  • Perform advanced remote troubleshooting for:
  • Mobile devices and CBP mobile service environment (AirWatch/Workspace ONE)
  • Email services and Microsoft Outlook
  • Personal Identity Verification (PIV) card authentication
  • Remote VPN access (GlobalProtect and Zscaler)
  • Remote access via DHS Workplace (WaaS)
  • Microsoft Office products
  • Windows OS and Active Directory
  • Remote software installations
  • Resolve ≥90% of tickets assigned to Tier II in alignment with AQL targets.
  • Process ≥90% of Tier II tickets within 4 hours (resolved or escalated).
  • Answer ≥80% of transferred calls and chats within 60 seconds.
  • Escalate incidents to nextlevel support teams, including internal CBP groups and thirdparty vendors, as required.
  • Perform remote installation and troubleshooting of workstations and peripherals, including desktops, laptops, tablets, printers, scanners, and cameras.
  • Install approved software using Governmentprovided tools and processes.

Required Qualifications

  • High school diploma or equivalent; Associate's degree in IT preferred.
  • Minimum 2 years of experience providing IT help desk or technical support with Tier IIlevel troubleshooting.
  • Strong knowledge of Windows OS, Active Directory, Microsoft Office 365, Outlook, and mobile device management (MDM).
  • Experience supporting VPN technologies, remote access tools, and PIV/smart card authentication.
  • Ability to work rotating shifts, including nights, weekends, and holidays.
  • Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI).

Preferred Qualifications

  • CompTIA A+, Network+, or Security+ certification.
  • HDI Desktop Support Technician certification.
  • Experience with AirWatch/Workspace ONE MDM.
  • Experience with GlobalProtect VPN and Zscaler.
  • Experience using the ServiceNow ITSM platform.
  • Prior federal government or CBP Tier II support experience.
  • ITIL Foundation certification.

Equal Opportunity Employer

Aretec, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other protected status.

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