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# IT Support Technician 3

- **Company:** The Joule
- **Location:** Washington, DC, United States
- **Experience:** Experienced
- **Salary:** $76,960.0 - $83,200.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Apple Mac Systems, Collaborative Software, Desktop Computing, User Environment Management, Peripherals, Microsoft InTune, Computer Equipment, Casper Suite, Servicenow, Unified Endpoint Management
- **Published:** September 30, 2026
- **Apply:** https://www.dice.com/job-detail/f6b0fb34-0118-4201-80c8-d4a862427cb3

## About the Role

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

## Description

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


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