Job Requirements
Washington, DC
Public Trust Polygraph Unspecified
Career Level not specified
Salary not specified
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Job Description
Job Title/LCAT: IT Support Technician Tier 3
Location: Washington, DC. (Technician roles are onsite)
Clearance: No clearance required, must be a U.S. Citizen, cannot be a duel citizen. Candidate must be able to process for a "Public Trust T2" SEC clearance and pass a background check and drug screen.
Education/Experience: Minimum 5-7 years of IT support experience in enterprise environments. Advanced knowledge of Windows and macOS operating systems, hardware diagnostics, and enterprise applications. Familiarity with ITIL processes, ticketing systems (e.g., ServiceNow), and remote support tools.
Budget: 65,000 - 75,000
Job Description:
The IT Support Technician - 3 provides expert-level deskside and remote technical support for SEC end users in enterprise environments. This role serves as an escalation point for junior and mid-level technicians, resolving complex hardware, software, and network issues while mentoring staff and driving process improvements.
Primary Responsibilities:
Expert-Level Technical Support
• Provide expert-level technical support for end users, resolving complex hardware, software, and network issues.
• Serve as an escalation point for junior and mid-level technicians, offering guidance and mentoring.
• Perform advanced workstation imaging, deployment, and configuration of enterprise software and security tools.
• Diagnose and resolve complex issues across Windows, macOS, networking, peripherals, and enterprise applications.
Escalation Management and Mentoring
• Mentor and train junior technicians on troubleshooting methodologies, documentation standards, and SEC procedures.
• Provide technical leadership during high-priority incidents and VIP support situations.
• Analyze recurring issues, recommend process improvements, and assist in developing technical documentation.
• Lead knowledge transfer sessions and contribute to the service desk knowledge base.
SLA Compliance and Reporting
• Ensure SLA compliance by monitoring ticket queues, updating records, and reporting performance metrics to management.
• Maintain detailed documentation of troubleshooting steps, resolutions, and workarounds in ServiceNow.
• Track and report on incident trends, recurring problems, and service improvement opportunities.
• Support asset lifecycle activities including hardware refresh, device swaps, and inventory management.
Location: Washington, DC. (Technician roles are onsite)
Clearance: No clearance required, must be a U.S. Citizen, cannot be a duel citizen. Candidate must be able to process for a "Public Trust T2" SEC clearance and pass a background check and drug screen.
Education/Experience: Minimum 5-7 years of IT support experience in enterprise environments. Advanced knowledge of Windows and macOS operating systems, hardware diagnostics, and enterprise applications. Familiarity with ITIL processes, ticketing systems (e.g., ServiceNow), and remote support tools.
Budget: 65,000 - 75,000
Job Description:
The IT Support Technician - 3 provides expert-level deskside and remote technical support for SEC end users in enterprise environments. This role serves as an escalation point for junior and mid-level technicians, resolving complex hardware, software, and network issues while mentoring staff and driving process improvements.
Primary Responsibilities:
Expert-Level Technical Support
• Provide expert-level technical support for end users, resolving complex hardware, software, and network issues.
• Serve as an escalation point for junior and mid-level technicians, offering guidance and mentoring.
• Perform advanced workstation imaging, deployment, and configuration of enterprise software and security tools.
• Diagnose and resolve complex issues across Windows, macOS, networking, peripherals, and enterprise applications.
Escalation Management and Mentoring
• Mentor and train junior technicians on troubleshooting methodologies, documentation standards, and SEC procedures.
• Provide technical leadership during high-priority incidents and VIP support situations.
• Analyze recurring issues, recommend process improvements, and assist in developing technical documentation.
• Lead knowledge transfer sessions and contribute to the service desk knowledge base.
SLA Compliance and Reporting
• Ensure SLA compliance by monitoring ticket queues, updating records, and reporting performance metrics to management.
• Maintain detailed documentation of troubleshooting steps, resolutions, and workarounds in ServiceNow.
• Track and report on incident trends, recurring problems, and service improvement opportunities.
• Support asset lifecycle activities including hardware refresh, device swaps, and inventory management.
group id: 10290999
