Windows IT Support Technician 3

Job Title: Windows 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 SEC 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 

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 

- 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. 

- ITIL 4 Foundation 

- CompTIA A+ 

- Microsoft 365 Certified: Endpoint Administrator Associate