Senior IT Support Technician (Tier 3) – Onsite DC, Public Trust

Aptonet; Washington (District of Columbia); In loco; USD 39.000 - 65.000; Tempo pieno

Descrizione del lavoro

Aptonet is seeking an experienced IT Support Technician III to join our on-site team at SEC Headquarters in Washington, DC. The role focuses on Tier 2/3 end-user support, advanced Windows/macOS troubleshooting, ServiceNow incident management, and ITIL-aligned processes.

The ideal candidate will mentor junior technicians, manage complex escalations, and ensure SLAs are met while maintaining security clearances. This is a contract position with potential for full-time conversion.

Competenze

• 4+ years enterprise end-user support (Tier 2/3)
• Advanced troubleshooting of Windows and macOS
• Imaging, provisioning, software deployment, and patch management
• ServiceNow for incident management
• Knowledge of ITIL processes, SLAs
• US citizen without dual citizenship
• Eligible for Public Trust clearance
• 100% onsite in Washington, DC

Mansioni

• Provide Tier 2/3 onsite support for Windows/macOS workstations and enterprise apps
• Troubleshoot hardware, software, OS and connectivity issues
• Escalation point for Tier 1/junior staff
• Root cause analysis and durable fixes
• Deliver professional, customer-focused support
• Manage incidents and requests using ServiceNow
• Follow ITIL incident management, request fulfillment, escalation procedures
• Prioritize tickets per SLAs
• Document tickets and resolutions
• Collaborate with IT teams on complex issues
• Image, provision, configure, deploy Windows and Mac devices
• Support OS installations, software packaging, deployment, and patching
• Troubleshoot deployment failures and endpoint performance
• Work with Intune, Jamf Pro, SCCM/MECM, Autopilot as applicable
• Mentor Tier 1/junior techs
• Share troubleshooting practices and contribute to KB
• Coordinate with security and IT infra teams
• Identify improvements for service desk workflows

Conoscenze

Windows & macOS support

ServiceNow

ITIL processes

End-user support

Mentoring teammates

Formazione

High school diploma or equivalent

Bachelor's degree may be required

Strumenti

Microsoft Intune

Jamf Pro

SCCM/MECM

Windows Autopilot

Descrizione del lavoro

Aptonet is seeking an experienced IT Support Technician III to join our on-site team at SEC Headquarters in Washington, DC. The role focuses on Tier 2/3 end-user support, advanced Windows/macOS troubleshooting, ServiceNow incident management, and ITIL-aligned processes.

The ideal candidate will mentor junior technicians, manage complex escalations, and ensure SLAs are met while maintaining security clearances. This is a contract position with potential for full-time conversion.