Job Title: IT Support Technician 3
Location: DC USA 20549
Duration: 6 Months contract to fulltime hire
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 SEC Public Trust or prior federal Public Trust adjudication.
- Prior experience supporting SEC, federal civilian agencies, or similarly regulated enterprise IT environments.
- ITIL 4 Foundation certification with practical application 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
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