IT Support Technician 3

Job Title: IT Support Technician 3

Location: DC USA 20549

Duration: 6 Months contract to fulltime hire

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 SEC Public Trust or prior federal Public Trust adjudication. 

- Prior experience supporting SEC, 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