Senior Helpdesk Technician (Tier III) – 24/7 On-Call Support

ENS Solutions, LLC; Washington; On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Medical/Dental/Vision coverage

401k from day 1

PTO + 11 paid holidays

Disability insurance

Life insurance

Tuition & certification support

Relocation assistance

Job summary

Essential Network Security (ENS) Solutions, LLC, a DoD/IC-focused IT consultant, seeks a capable IT support professional to deliver 24/7 on-call coverage, document incidents, and manage user accounts. You will install, upgrade, and support operating systems and software, and help develop training materials for end users.

You will respond to complex technical questions, escalate when needed, and work within ITIL-inspired processes to improve incident handling and service delivery for a

Qualifications

• HS/GED with 3+ years in IT support.
• DoD 8570.01-M at Information Assurance Technical (IAT) Level II.
• TS/SCI clearance with ability to obtain CI Polygraph.
• Experience with ticketing systems (Remedy, SCSM, ServiceNow).
• Strong written and verbal communication and customer service focus.

Responsibilities

• Provide network monitoring and 24/7 on-call support (weekends/holidays).
• Document end user issues and determine escalation based on priority.
• Perform user account management per policy.
• Install and upgrade operating systems and software as needed.
• Deliver training materials and conduct on-site or remote training.
• Respond to queries, diagnose problems, and implement solutions.
• Provide system updates and briefings to leadership as required.
• Manage incidents following ITIL-like practices.

Skills

Strong communication

Customer service

Team collaboration

Ticketing systems

Troubleshooting

Education

HS/GED + 3+ years

Tools

Remedy

SCSM

ServiceNow

Job description

Essential Network Security (ENS) Solutions, LLC, a DoD/IC-focused IT consultant, seeks a capable IT support professional to deliver 24/7 on-call coverage, document incidents, and manage user accounts. You will install, upgrade, and support operating systems and software, and help develop training materials for end users.

You will respond to complex technical questions, escalate when needed, and work within ITIL-inspired processes to improve incident handling and service delivery for a