IT Support Technician - 3
On-siteWashington, District of Columbia, United States or Washington, United States
Job Summary
Provide expert-level deskside and remote technical support for SEC end users, resolving complex hardware, software, and network issues across Windows, macOS, and enterprise applications. Serve as an escalation point for junior and mid-level technicians, mentoring staff on troubleshooting methodologies, documentation standards, and SEC procedures. Perform advanced workstation imaging, deployment, and configuration of enterprise software and security tools while diagnosing recurring problems to recommend process improvements. Ensure SLA compliance by monitoring ticket queues, updating records in ServiceNow, and reporting performance metrics. Maintain detailed documentation of resolutions and workarounds, track asset lifecycle activities, and lead knowledge transfer sessions to contribute to the service desk knowledge base.
Required Qualifications
- 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
- U.S. Citizenship
- Must be able to obtain and maintain a Public Trust suitability determination
Desired Qualifications
- Experience providing VIP and executive support
- Experience developing technical documentation and knowledge base articles
- Relevant industry certifications (e.g., CompTIA A+, Microsoft, or ITIL)
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