IT Support Technician 3

Join an enterprise IT support team providing hands-on and remote support for end users in a structured, process-driven environment. You’ll handle more complex issues (Tier 2/3), support device deployments, and help improve the overall support experience., * Troubleshoot and resolve advanced desktop/end-user issues (hardware, software, peripherals, connectivity)

• Provide onsite + remote support for laptops/desktops, collaboration tools, and standard enterprise apps
• Triage and prioritize tickets based on urgency/impact to minimize downtime
• Act as an escalation point for junior technicians and help coach on troubleshooting approach and ticket quality
• Coordinate with other IT teams/vendors when issues require cross-team support
• Perform endpoint imaging, provisioning, deployments, and secure configuration
• Support both Windows and macOS environments
• Document work clearly in ServiceNow (or similar tool), ensuring accurate notes and proper closure
• Contribute to knowledge articles / documentation to reduce repeat issues and improve efficiency

Clearance: Must be able to obtain and maintain a Public Trust (no active clearance required to apply), * 4+ years of enterprise IT support experience (end-user computing)

• Strong troubleshooting skills across:
• Windows + macOS
• Desktop/laptop hardware and peripherals
• Common enterprise tools and connectivity basics
• Experience working in a ticket-driven environment (ServiceNow strongly preferred)
• Familiarity with IT service management concepts (Incident/Request/Problem/Knowledge)
• Comfortable supporting time-sensitive issues with a customer-first mindset
• Able to pass requirements for a Public Trust background process, * Prior support experience in regulated or structured environments (large enterprise, government-adjacent, etc.)
• ITIL Foundation
• CompTIA A+ (or similar)
• Microsoft Endpoint/365 experience
• Endpoint management tools like Intune and/or Jamf