IT Support Technician 3

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