Title: IT Support Technician 3
Location: DC USA 20549
Duration: contract, FTE possible.
interview: Virtual
Clearance: Ability to obtain and maintain Public Trust (or higher if required).
Work environment:
Operational Support: Supports CSD call-in and walk-in operations during established support hours; may require participation in on-call or surge support activities based on operational needs.
Location: On-site at HQ, Washington, DC.
Travel: As required per contract direction.
The IT Support Technician-_3 provides advanced end-user support for the contract, delivering Tier 2/3 resolution for complex desktop, software, and connectivity issues in an enterprise environment. This role supports the Customer Service Desk operating model by ensuring incidents and requests are fully documented, prioritized, and resolved in ServiceNow in alignment with support processes. The technician performs advanced endpoint imaging, provisioning, deployment, and secure configuration across Windows and macOS platforms. The position also improves service performance by mentoring junior technicians, identifying recurring issues, and supporting SLA-based reporting and continuous improvement actions.
PRIMARY RESPONSIBILITIES:
Advanced End-User Technical Support.
Escalation Management and Team Mentoring.
Endpoint Deployment and Configuration.
ServiceNow Operations, SLA Performance, and Documentation.
REQUIRED QUALIFICATIONS:
Education: High School Diploma
Experience:
- 4+ years of experience in enterprise IT support for end-user computing environments.
- Advanced experience supporting Windows and macOS operating systems, enterprise applications, and endpoint hardware diagnostics.
- Demonstrated experience in escalation handling, incident/request management, and SLA-driven support operations.
Technical Skills:
- ServiceNow and end-to-end ticket lifecycle management
- ITIL-aligned Incident, Request, Problem, and Knowledge Management processes
- Workstation imaging, software packaging/deployment, endpoint provisioning, and configuration management
- Remote support tools and secure troubleshooting for distributed users
- SLA monitoring, operational metrics reporting, and continuous service improvement practices
PREFERRED QUALIFICATIONS
- Active Public Trust or prior federal Public Trust adjudication.
- Prior experience supporting, federal civilian agencies, or similarly regulated enterprise IT environments.
- ITIL 4 Foundation certification with practical applicatioin in service desk operations.
- Experience with enterprise endpoint management platforms such as Microsoft Intune and/or Jamf Pro.
- Demonstrated capability to mentor technicians and drive measurable reductions in recurring incident volume.
- ITIL 4 Foundation
- CompTIA A+
- Microsoft 365 Certified: Endpoint Administrator Associate.
