Job Title: IT Support Technician 3
Location: DC USA 20549
Duration: 6 + Months Contract to fulltime hire
PRIMARY RESPONSIBILITIES
Advanced End-User Technical Support
- Provide expert-level troubleshooting and resolution for complex hardware, software, network, and peripheral issues affecting client end users.
- Deliver in-person and remote support for desktops, laptops, mobile devices, collaboration tools, and enterprise applications.
- Triage and prioritize incidents by business impact and urgency to restore services quickly and minimize user downtime.
- Support elevated and time-sensitive user issues consistent with client priority and VIP support expectations.
Escalation Management and Team Mentoring
- Serve as the escalation point for junior and mid-level technicians on difficult incidents and cross-technology troubleshooting.
- Guide support staff on diagnostic approaches, ticket quality, and adherence to established SOPs and escalation paths.
- Coordinate with other ISS teams, external vendors, and stakeholders for issues requiring multi-team remediation.
- Validate resolution outcomes with users prior to closure and ensure accurate communication throughout the incident lifecycle.
Endpoint Deployment and Configuration
- Perform advanced workstation imaging, deployment, provisioning, and lifecycle support for enterprise endpoint devices.
- Configure and maintain Windows and macOS systems, device drivers, enterprise software, and endpoint security tooling.
- Execute patching and update activities for endpoints to maintain security, compliance, and operational stability.
- Support remote endpoint management capabilities to enable consistent service delivery across distributed users.
ServiceNow Operations, SLA Performance, and Documentation
- Maintain complete and accurate records of incidents, requests, escalations, and resolutions in the client ticketing system.
- Monitor and manage ticket queues, update records, and report performance metrics to management to ensure SLA compliance and meet response/resolution expectations.
- Analyze recurring incidents and recommend process, tooling, and workflow improvements to reduce repeat issues.
- Develop and maintain technical documentation and knowledge articles to improve self-service adoption and support efficiency.
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
- 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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