IT Support Technician 3

Job Summary

The IT Support Technician provides advanced end-user support, 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
• Provide expert-level troubleshooting and resolution for complex hardware, software, network, and peripheral issues affecting 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 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 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 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.

Required Qualifications

• Citizenship/Work Authorization: Must meet contract requirements.
• Clearance: Ability to obtain and maintain Public Trust (or higher if required).
• 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 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.
• CompTIA A
• Microsoft 365 Certified: Endpoint Administrator Associate

Work Environment / Other

• Operational Support: Supports 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.

About Washington, DC

Washington, DC, the nation's capital, is a vibrant city known for its rich history, cultural landmarks, and diverse neighborhoods. It offers a dynamic professional environment with numerous opportunities in the public and private sectors.