IT Support Technician 3

Location: Washington, DC Salary: $35.00 USD Hourly - $38.00 USD Hourly Description: Our client is currently seeking a IT Support Technician 3
Minimum Qualifications

• High school diploma or equivalent.
• 4+ years of experience supporting enterprise end-user computing environments.
• Experience providing Tier 2/Tier 3 technical support for hardware, software, operating systems, and connectivity issues.
• Advanced knowledge of Windows and macOS operating systems, endpoint hardware diagnostics, and enterprise applications.
• Experience with incident, request, and escalation management in a ticketing environment.
• Experience working within SLA-driven support organizations.
• Ability to obtain and maintain SEC Public Trust clearance.

Preferred Qualifications

• Experience supporting ServiceNow or a similar ITSM platform.
• Experience with endpoint imaging, deployment, provisioning, and lifecycle management.
• Experience supporting remote users and enterprise collaboration tools.
• Strong troubleshooting, communication, and customer service skills.
• Experience mentoring junior technicians and supporting continuous service improvement initiatives.

About the Job
As an IT Support Technician III, you will provide advanced technical support for end users in a large-scale enterprise environment. You will serve as a Tier 2/3 escalation resource, resolving complex technical issues across hardware, software, operating systems, and network-connected devices. You will collaborate with cross-functional teams, ensure timely incident resolution, and help drive operational excellence through process improvement, documentation, and mentoring.
Responsibilities

• Provide advanced troubleshooting and resolution for complex desktop, laptop, software, network, and peripheral issues.
• Deliver onsite and remote support for Windows and macOS devices, mobile technologies, collaboration tools, and enterprise applications.
• Prioritize and manage incidents based on business impact and urgency to minimize service disruptions.
• Support high-priority and VIP user requests while maintaining service quality and responsiveness.
• Act as an escalation point for junior technicians and provide guidance on troubleshooting methodologies and support best practices.
• Coordinate with internal teams, vendors, and stakeholders to resolve cross-functional technical issues.
• Perform endpoint imaging, deployment, provisioning, configuration, and lifecycle management activities.
• Configure and maintain operating systems, drivers, enterprise software, and endpoint security solutions.
• Execute endpoint patching and update activities to maintain security and compliance standards.
• Maintain accurate incident, request, and resolution documentation within ServiceNow.
• Monitor ticket queues and support SLA compliance through timely updates and resolution management.
• Analyze recurring issues and recommend process, workflow, and tooling improvements.
• Create and maintain technical documentation and knowledge base articles to improve support efficiency and self-service adoption.
• Verify successful issue resolution with users prior to ticket closure.

Medical, dental, and vision insurance are available to qualified candidates who meet eligibility requirements.
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