ESD Technician III (Senior)

Overview

GovCIO is seeking a motivated, career and customer-oriented ESD Technician III (Senior) to join our team in Doral, FL.

Responsibilities

Responsibilities include but are not limited to:

• Provide expert-level and strategic technical support to end users, resolving highly complex hardware, software, and network issues that often require in-depth analysis and specialized knowledge
• Serve as a primary escalation point for mid and Junior Technicians, providing advanced mentorship, technical guidance, and leadership in resolving challenging incidents
• Proactively identify, analyze, and resolve potential systemic problems, implementing long-term solutions to minimize disruptions to critical business operations
• Lead the development and maintenance of comprehensive knowledgebase articles, advanced troubleshooting guides, and specialized training materials
• Lead and manage small-to-medium-sized projects and initiatives to improve Enterprise Service Desk processes, focusing on efficiency and innovation
• Conduct in-depth trend analysis of support requests, identify recurring issues, and recommend strategic solutions to improve service delivery
• Demonstrate exceptional communication, interpersonal, and leadership skills, and build strong relationships with users, stakeholders, and other IT Teams
• Develop and present detailed performance reports and identify strategic opportunities for continuous improvement and process optimization
• Stay ahead of the curve with the latest technologies and industry best practices, evaluating and recommending new tools and methodologies for the Enterprise Service Desk
• Provide direction and mentorship to more junior staff

Qualifications

High School with 6 - 9 years (or commensurate experience)

Required Skills and Experience

• BS in field necessary to assume ESD Technician III duties or a minimum of 7 years years of relevant ESD Technician III experience.
• A candidate holding a relevant Bachelor's degree may be granted 2 years' experience credit for that extra education.
• Five years of position-specific relevant experience. Deep understanding of operating systems (e.g., Windows, macOS, Linux). Expertise in troubleshooting hardware, software, and network problems. Proficiency in using remote support tools and ticketing systems. Knowledge of ITIL-informed processes and best practices. Familiarity with enterprise applications and systems (e.g., Active Directory, Microsoft 365, cloud services). Strong analytical and problem-solving skills. Ability to diagnose and resolve complex technical issues, identify root causes, and implement effective solutions.
• Extensive and specialized knowledge of enterprise systems and applications, often leading in a specific technical area

• Clearance Required: Secret

Preferred Skills and Experience

• Bachelor's degree in Information Technology, or related technical field. Experience supporting DoD programs. Experience in IT service management and ITIL-informed processes. Knowledge of ITSM tools such as ServiceNow and Jira Expertise in a specific area of IT support (e.g., networking, security, cloud computing). Experience with scripting or automation tools. Knowledge of IT security best practices and incident response procedures. Ability to analyze trends in support requests and identify recurring issues. Experience with performance reporting and continuous improvement initiatives. ITIL Foundation certificate, Cisco Certified Network Associate (CCNA), Microsoft certifications, and relevant IT certifications (e.g., CompTIA A+, Network+, Security+, ITIL Foundation).
• Experience at a DoD Combatant Command (e.g., SOUTHCOM, NORTHCOM, CENTCOM, CYBERCOM, INDOPACOM, EUCOM, AFRICOM, STRATCOM, TRANSCOM, SOCOM, SPACECOM) or a component is desired.
• CompTIA Security+ certification
• Microsoft Environmental certification (Azure 104, MD101/102).

Company Overview

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

What You Can Expect

Interview & Hiring Process

If you are selected to move forward through the process, here's what you can expect:

• During the Interview Process
• Virtual video interview conducted via video with the hiring manager and/or team
• Camera must be on
• A valid photo ID must be presented during each interview

• During the Hiring Process
• Enhanced Biometrics ID verification screening
• Background check, to include:
• Criminal history (past 7 years)
• Verification of your highest level of education
• Verification of your employment history (past 7 years), based on information provided in your application

Employee Perks

At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:

• Employee Assistance Program (EAP)
• Corporate Discounts
• Learning & Development platform, to include certification preparation content
• Training, Education and Certification Assistance*
• Referral Bonus Program
• Internal Mobility Program
• Pet Insurance
• Flexible Work Environment

*Available to full-time employees

Our employees' unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an "at-will position" and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.

Posted Salary Range

USD $75,000.00 - USD $86,000.00 /Yr.