IT Support Technician 3

Randstad

Washington, DC, United States

4 days ago

Apply on www.dice.com

Prepare application

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Experienced

Experience required

4 years minimum

Compensation

$71,323.0 - $79,643.0

Working hours

Regular working hours

Job source

www.dice.com

Tech stack

Microsoft Windows Apple Mac Systems Application Packaging Configuration Management IT Management Queue Management Systems Software Configuration Management System Availability Microsoft InTune Computer Equipment Patch Management Casper Suite

+1 more

Servicenow

Job description

We are seeking an experienced IT Support Technician 3 to join our team on-site at SEC Headquarters in Washington, DC. In this role, you will deliver advanced Tier 2/3 technical support across Windows and macOS environments, handling complex workstation issues, endpoint imaging, and escalation management while ensuring high service quality., * Deliver expert-level Tier 2/3 technical support for enterprise hardware, software, network, and peripheral issues in-person and remotely.

Perform workstation imaging, deployment, software configuration, and patch management across Windows and macOS endpoints.
Manage ticket queues, escalations, and service requests end-to-end in ServiceNow to maintain SLA standards.
Mentor junior support technicians on technical diagnostics, ticket accuracy, and SOP compliance.
Create and update technical knowledge base documentation to drive continuous service improvements.

Requirements

High School Diploma or equivalent.

4+ years of experience in enterprise end-user IT support across Windows and macOS platforms.

Demonstrated experience with ServiceNow and ITIL-aligned incident management processes.

Ability to obtain and maintain an SEC Public Trust clearance prior to start.

Ability to work 100% on-site in Washington, DC.

PREFERRED QUALIFICATIONS

Active SEC Public Trust or active federal Public Trust clearance.

Active ITIL 4 Foundation, CompTIA A+, or Microsoft 365 Certified: Endpoint Administrator Associate certifications.

Experience managing endpoints with Microsoft Intune or Jamf Pro.

skills:

macOS,software packaging,Jamf,desktop hardware,configuration management,Enterprise IT,Microsoft Intune,Windows,Microsoft 365,patch management,queue management,ServiceNow,high availability,strong communication skills,leadership traits,customer-focused,adjudication,compliance awareness,leadership traits,Foundation certification,CompTIA A+,Customer Service,endpoint management,imaging,ITIL,knowledge base,Lifecycle Management,mentor,metrics,Microsoft 365 Certified,operating systems,compliance awareness,service improvement,technical documentation,technical depth,IT Support,technical support,workstation