Senior IT Support Technician - Escalations & End-User Expert

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

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.