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Remote Ticket Support Jobs in Virginia (NOW HIRING)

Oxley Enterprises®, Inc.

NOC Analyst (Remote)

Stafford, VA · On-site +1

$57K - $90K/yr

Remote in any United States jurisdiction not excluded from this job advertisement. Be the first ... Documents initial incident conditions and contributes to incident ticket creation supporting formal ...

QCi

Support & Training: Provide technical support to users, conducting training, and managing ... ticket management processes including receiving, resolution monitoring, and ensuring customer ...

Maximus

Junior CIC Analyst

VA · On-site +1

... support). - Experience using ITSM tools (e.g., ServiceNow) for ticket creation, updates, and ... Remote #techjobs #clearance #veteranspage Minimum Requirements TCS217, T1, Band 4 #TSTECH ...

Ntiva

AI Delivery & Support Specialist

Mclean, VA · Remote

This is a remote position; however, team members should be willing and able to travel if the need ... Service-delivery and support fundamentals, including SLA and ticket/queue. * Strong client-facing ...

Ntiva

AI Delivery & Support Specialist

Mclean, VA · On-site +1

This is a remote position; however, team members should be willing and able to travel if the need ... Service-delivery and support fundamentals, including SLA and ticket/queue. * Strong client-facing ...

RIVA Solutions Inc.

Web Administrator

Reston, VA · On-site +1

$85K/yr

Hybrid or Remote Terms: Full Time Clearance: U.S. Citizenship Preferred; Ability to Obtain Public ... This role supports content operations, ticket management, quality control, accessibility, and ...

RIVA Solutions Inc.

Web Administrator

Reston, VA · On-site +1

Hybrid or Remote Terms: Full Time Clearance: U.S. Citizenship Preferred; Ability to Obtain Public ... This role supports content operations, ticket management, quality control, accessibility, and ...

RIVA Solutions Inc.

Web Administrator

Reston, VA · On-site +1

$85K/yr

Hybrid or Remote Terms: Full Time Clearance: U.S. Citizenship Preferred; Ability to Obtain Public ... This role supports content operations, ticket management, quality control, accessibility, and ...

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Remote Ticket Support information

What are the main challenges faced by Remote Ticket Support professionals, and how can they be managed effectively?

Remote Ticket Support professionals often face challenges such as managing high ticket volumes, resolving issues without direct physical access, and communicating clearly across digital channels. To handle these effectively, it's essential to prioritize tickets based on urgency, maintain thorough documentation, and leverage remote troubleshooting tools. Proactively collaborating with other departments and regularly updating customers on ticket status can also help ensure smooth resolution and a positive support experience.

What is a Remote Ticket Support job?

A Remote Ticket Support job involves assisting customers or clients with their inquiries, issues, or technical problems through a ticketing system, all while working from a remote location. Employees in this role typically receive requests via email, web forms, or specialized customer service platforms, and respond to these tickets in a timely and professional manner. They may troubleshoot problems, escalate issues to other departments, and ensure that each ticket is resolved to the customer's satisfaction. This position requires strong communication skills, technical proficiency, and the ability to work independently.

What are the key skills and qualifications needed to thrive as a Remote Ticket Support specialist, and why are they important?

To thrive as a Remote Ticket Support specialist, strong problem-solving abilities, technical troubleshooting skills, and familiarity with customer service principles are essential, typically supported by experience in help desk or IT support roles. Proficiency in ticketing systems like Zendesk, Freshdesk, or Jira Service Desk, as well as basic networking and software knowledge, is typically required. Exceptional communication, patience, and time management are standout soft skills for efficiently handling diverse customer inquiries remotely. These competencies ensure timely resolution of issues, high customer satisfaction, and effective remote collaboration within support teams.

What is the difference between Remote Ticket Support vs Remote Help Desk Technician?

AspectRemote Ticket SupportRemote Help Desk Technician
CredentialsBasic IT certifications (e.g., CompTIA A+)Similar certifications, often including CompTIA A+ or Network+
Work EnvironmentPrimarily online ticketing systems, remote communication toolsRemote or on-site, handling tickets and direct user support
Industry UsageIT support, customer service, tech companiesIT support, tech services, corporate help desks
Common Search/ComparisonYesYes

Remote Ticket Support and Remote Help Desk Technician roles both involve providing technical assistance remotely. While they share similar credentials and work environments, Remote Ticket Support focuses mainly on managing support tickets through online systems, whereas Remote Help Desk Technicians often handle direct user issues and may work in broader IT support roles. Both are essential in tech industries and frequently compared by job seekers.

What are popular job titles related to Remote Ticket Support jobs in Virginia? For Remote Ticket Support jobs in Virginia, the most frequently searched job titles are:
What job categories do people searching Remote Ticket Support jobs in Virginia look for? The top searched job categories for Remote Ticket Support jobs in Virginia are:
What cities in Virginia are hiring for Remote Ticket Support jobs? Cities in Virginia with the most Remote Ticket Support job openings:
Remote Ticket Support jobs near you
Service Desk/Ticket Manager (Remote)

Service Desk/Ticket Manager (Remote)

Oxley Enterprises®, Inc.

Stafford, VA • On-site, Remote

Full-time

Medical, Dental, Vision, Life, Retirement

Posted 12 days ago

Job description

The following states/districts are excluded from this job ad: AK, CA, CO, CT, DC, HI, LA, MA, MN, MO, NE, NV, NH, NJ, NM, NY, ND, OR, PR, RI, VT, WA, WY
Future Need - Actively Interviewing
Location: Remote in any United States jurisdiction not excluded from this job advertisement.
Own the operational backbone of service delivery for a mission-critical platform supporting the Department of Veterans Affairs (VA). As the Service Desk/Ticket Manager, you will govern the end-to-end Jira workflow, Service Level Agreement (SLA) compliance reporting, and stakeholder communication supporting hundreds of requests across a multitude of applications.
Position Description: The Service Desk/Ticket Manager owns the operational process for all Requirements and Service Request intakes, tracking SLA compliance against response time standards and producing weekly trend reporting for VA leadership.
Minimum/General Experience: 5 years of experience in IT service management and service desk operations
Minimum Education: Bachelor's Degree in information technology, business administration, or related field; Information Technology Infrastructure Library (ITIL) Foundation certification (preferred)
Essential Skills/Qualifications:
  • Excellent experience managing end-to-end service request workflows in Jira including intake, classification, assignment, tracking, and closure for monthly tickets
  • Excellent ability to track, measure, and report service request response times against SLA standards
  • Excellent experience producing weekly Requirements and Service Request Response Time and Trend Reports identifying all requests that failed to meet minimum standards
  • Excellent ability to reduce barriers and complexity for stakeholders requesting assistance, ensuring ease of access, clarity of request paths, and timely engagement
  • Excellent experience coordinating stakeholder training on service request intake procedures and expectations
  • Above average knowledge of Jira Service Management configuration including SLA rules, customer portals, and automated triage workflows
  • Above average ability to coordinate with Network Operations Center (NOC) Analysts and the Monitoring and Incident Manager to ensure consistent severity classification and escalation across all tickets
  • Experience supporting federal government programs and enterprise-scale applications operating in cloud-based or hybrid environments
  • Excellent verbal and written communication skills

General Physical Requirements needed to perform the essential functions of this job may vary based on the location of the assignment.
  • Assignment Location - Remote
  • Sedentary Work - Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
  • Typing, communicating, repetitive motions.
  • Close visual acuity to prepare and analyze data, view computer monitors and read. May need to view presentation screens and other visual aids in a virtual setting.
  • Inside environmental conditions with protection from outside elements.

Security: Active Federal Civilian Public Trust clearance
  • U.S. Citizenship or Permanent Resident that has lived in the United States for at least 3 years

Federal Civilian Public Trust Consists of a review of up to but not limited to:
  • Covers 10 year period and in some instances lifetime events
  • OPM Security Investigations Index (SII)
  • DOD Defense Central Investigations Index (DCII)
  • National Agency Check (NAC) records
  • FBI name check
  • FBI fingerprint check
  • Credit report check
  • Written inquiries to previous employers and references listed on the application for employment
  • Potential interviews with the subject, spouse, neighbors, supervisor, coworkers
  • Law enforcement check
  • Court records check
  • Education check - Attendance and Degrees

Tasks/activities include, but are not limited to:
  • Establishes, implements, maintains, and documents VA-approved policies and procedures ensuring all requirements and service requests are processed through Jira
  • Reduces barriers and complexity for stakeholders requesting assistance, services, or communication with personnel, ensuring ease of access and clarity of request paths
  • Monitors and tracks all service request response times across Critical, High, Medium, Low, and Other severity classifications
  • Produces weekly Requirements and Service Request Response Time and Trend Reports identifying all requests that failed to meet minimum standards
  • Provides or coordinates stakeholder training ensuring clear instructions and expectations for Requirements and Service Request intake
  • Coordinates with NOC Analysts to ensure consistent severity classification, triage accuracy, and adherence to documented escalation procedures
  • Governs Jira workflow configuration in coordination with the Atlassian/Application Lifecycle Management (ALM) Administrator including SLA rules, intake forms, and automated routing
  • Contributes service request volume, trend, and compliance data to the Weekly Progress Report and Monthly Deliverables Report

Compensation & Benefits: The annual projected pay range for this position is $64,862 - $92,970 with consideration being given to various factors including but not limited to qualifications, experience, job responsibilities, and geographic location.
Oxley Enterprises, Inc. offers a full array of benefits including:
  • Medical, dental, vision and prescription drug coverage for you and your family.
  • Life Insurance, short-term disability and long-term disability paid for by the Company.
  • Supplemental coverages including Accident, Critical Illness, and Hospital.
  • Additional Life insurance coverage for you and your dependents.
  • 401k plan with various options to select based on your retirement goals.

Oxley Enterprises®, Inc. is a certified service-disabled veteran-owned (SDVOSB), veteran-owned (VOSB), and woman-owned small business (WOSB) that has 26 years of experience building and delivering quality IT systems and programs. Oxley is ranked in the INC 5000 7 times (2016, 2017, 2018, 2021, 2023, 2024, 2025). Oxley is a 2019 - 2025 Department of Labor HIRE Vets Medallion Award Winner. Oxley is Virginia Values Veterans certified.
All qualified applicants will receive consideration for employment without regard to any status protected by applicable federal, state, or local law.
If you require a reasonable accommodation to apply for a position at Oxley Enterprises, Inc., please send an email to our Human Resources Department at: with the following information:
Subject Line: Accommodation Request
Provide a description of your accommodation request
Include your contact information: Full name, Email address, Best number to reach you (optional)
We participate in the E-Verify program.

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