IT Support Technician 3

Judge Group, Inc.; Washington (District of Columbia); On-site; USD 48,000 - 52,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Job summary

Judge Group, Inc. is seeking an IT Support Technician III to deliver advanced technical support in a large enterprise environment in Washington, DC. The role acts as a Tier 2/3 escalation resource across hardware, software, OS, and network devices, driving incident resolution and knowledge sharing.

You will collaborate with cross-functional teams, mentor junior staff, and contribute to process improvements through documentation and SLA-driven operations.

Qualifications

• High school diploma or equivalent.
• 4+ years of enterprise end-user support experience.
• Tier 2/3 support for hardware, software, OS and connectivity issues.
• Windows and macOS expertise with enterprise apps.
• Experience with incident, request, and escalation management in a ticketing environment.
• Experience working within SLA-driven support organizations.
• Ability to obtain and maintain SEC Public Trust clearance.

Responsibilities

• Provide advanced troubleshooting for desktop, laptop, software, network and peripheral issues.
• Deliver onsite and remote support for Windows and macOS devices and enterprise tools.
• Prioritize incidents by impact and urgency to minimize service disruptions.
• Support high-priority and VIP user requests while maintaining service quality.
• Act as escalation point for junior technicians and guide troubleshooting methods.
• Coordinate with internal teams, vendors, and stakeholders to resolve issues.
• Perform endpoint imaging, deployment, provisioning and lifecycle management.
• Configure OS, drivers, enterprise software and endpoint security.
• Execute endpoint patching and updates to maintain security and compliance.
• Maintain incident documentation in ServiceNow and ensure accuracy.
• Monitor queues and SLA compliance with timely updates and resolutions.
• Analyze recurring issues and suggest improvements to workflows and tooling.
• Create and maintain technical docs and knowledge base articles.
• Verify issue resolution with users before closing tickets.

Skills

4+ years exp

Tier 2/3 support

Windows/macOS

Incident management

SLA knowledge

Public Trust clearance

Remote support

Troubleshooting

Communication

Customer service

Mentoring

Service improvement

Education

High school diploma or equivalent

Tools

ServiceNow

Endpoint imaging

Job description

Location: Washington, DC Salary: $35.00 USD Hourly - $38.00 USD Hourly Description: Our client is currently seeking a IT Support Technician 3

Minimum Qualifications

• High school diploma or equivalent.
• 4 years of experience supporting enterprise end-user computing environments.
• Experience providing Tier 2/Tier 3 technical support for hardware, software, operating systems, and connectivity issues.
• Advanced knowledge of Windows and macOS operating systems, endpoint hardware diagnostics, and enterprise applications.
• Experience with incident, request, and escalation management in a ticketing environment.
• Experience working within SLA-driven support organizations.
• Ability to obtain and maintain SEC Public Trust clearance.

Preferred Qualifications

• Experience supporting ServiceNow or a similar ITSM platform.
• Experience with endpoint imaging, deployment, provisioning, and lifecycle management.
• Experience supporting remote users and enterprise collaboration tools.
• Strong troubleshooting, communication, and customer service skills.
• Experience mentoring junior technicians and supporting continuous service improvement initiatives.

About the Job

As an IT Support Technician III, you will provide advanced technical support for end users in a large-scale enterprise environment. You will serve as a Tier 2/3 escalation resource, resolving complex technical issues across hardware, software, operating systems, and network-connected devices. You will collaborate with cross-functional teams, ensure timely incident resolution, and help drive operational excellence through process improvement, documentation, and mentoring.

Responsibilities

• Provide advanced troubleshooting and resolution for complex desktop, laptop, software, network, and peripheral issues.
• Deliver onsite and remote support for Windows and macOS devices, mobile technologies, collaboration tools, and enterprise applications.
• Prioritize and manage incidents based on business impact and urgency to minimize service disruptions.
• Support high-priority and VIP user requests while maintaining service quality and responsiveness.
• Act as an escalation point for junior technicians and provide guidance on troubleshooting methodologies and support best practices.
• Coordinate with internal teams, vendors, and stakeholders to resolve cross-functional technical issues.
• Perform endpoint imaging, deployment, provisioning, configuration, and lifecycle management activities.
• Configure and maintain operating systems, drivers, enterprise software, and endpoint security solutions.
• Execute endpoint patching and update activities to maintain security and compliance standards.
• Maintain accurate incident, request, and resolution documentation within ServiceNow.
• Monitor ticket queues and support SLA compliance through timely updates and resolution management.
• Analyze recurring issues and recommend process, workflow, and tooling improvements.
• Create and maintain technical documentation and knowledge base articles to improve support efficiency and self-service adoption.
• Verify successful issue resolution with users prior to ticket closure.

Medical, dental, and vision insurance are available to qualified candidates who meet eligibility requirements.