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# IT Support Technician - 3

- **Company:** Olympus
- **Location:** Washington, DC, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Apple Mac Systems, Software Documentation, Issue Tracking Systems, Network Troubleshooting, Remote Service Software, Enterprise Software Applications, Software Troubleshooting, Peripherals, Servicenow
- **Published:** November 7, 2026
- **Apply:** https://www.careerbuilder.com/job-details/it-support-technician-3-washington-dc--09991267-6f68-4953-acab-90a857ccb93c

## About the Role

Technical Support, Technical Support, Process Improvement, Analysis Skills, Securities and Exchange Commission (SEC), Customer Support/Service, Mentoring, Problem Solving Skills, Help Desk, Computer Workstations, Olympus Solutions, Inc. is seeking a Full-Time, highly motivated IT Support Technician - 3 with strong analytical and problem-solving abilities to join our fast-growing team to support the SEC Infrastructure Support Services 2 (ISS2) program. In this role, you will provide expert-level deskside and remote technical support for SEC end users in enterprise environments, serving as an escalation point for junior and mid-level technicians, resolving complex hardware, software, and network issues while mentoring staff and driving process improvements., * 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 is required; dual citizenship is not permitted.
 * 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).

## Description

Expert-Level Technical Support

 * Provide expert-level technical support for end users, resolving complex hardware, software, and network issues.
 * Serve as an escalation point for junior and mid-level technicians, offering guidance and mentoring.
 * Perform advanced workstation imaging, deployment, and configuration of enterprise software and security tools.
 * Diagnose and resolve complex issues across Windows, macOS, networking, peripherals, and enterprise applications.

Escalation Management and Mentoring

 * Mentor and train junior technicians on troubleshooting methodologies, documentation standards, and SEC procedures.
 * Provide technical leadership during high-priority incidents and VIP support situations.
 * Analyze recurring issues, recommend process improvements, and assist in developing technical documentation.
 * Lead knowledge transfer sessions and contribute to the service desk knowledge base.

SLA Compliance and Reporting

 * Ensure SLA compliance by monitoring ticket queues, updating records, and reporting performance metrics to management.
 * Maintain detailed documentation of troubleshooting steps, resolutions, and workarounds in ServiceNow.
 * Track and report on incident trends, recurring problems, and service improvement opportunities.
 * Support asset lifecycle activities, including hardware refresh, device swaps, and inventory management.