Sr. IT Support Technician

Equiliem; Washington (District of Columbia); On-site; USD 100,289,000 - 108,886,000; Full time

Job summary

Equiliem is seeking a Senior IT Support Technician to provide advanced Tier 2/3 end-user support in a large enterprise environment. The role resolves complex hardware, software, network, and endpoint issues while supporting incident management, workstation deployment, endpoint configuration, and SLA adherence.

The ideal candidate has hands-on experience with Windows and macOS, IT service management tooling, and can serve as an escalation resource, mentoring junior staff and helping improve

Qualifications

• 4+ years of enterprise IT support experience.
• Advanced troubleshooting for Windows and macOS.
• Experience with endpoint provisioning and deployment.
• Experience managing incidents via IT service management or ticketing systems.
• Ability to mentor junior technicians and coordinate with multiple teams.

Responsibilities

• Provide advanced Tier 2/3 technical support for desktops, laptops, software, peripherals, network, and connectivity.
• Troubleshoot and resolve complex hardware, software, and endpoint issues.
• Offer in-person and remote support for desktops, laptops, mobile devices, apps.
• Triage incidents based on business impact and urgency.
• Manage incidents and resolutions through the complete ticket lifecycle.
• Document tickets accurately and communicate throughout the incident lifecycle.
• Mentor junior technicians and coordinate with other teams.
• Develop technical documentation and knowledge articles.

Skills

Windows & macOS troubleshooting

IT service management

Ticketing platform experience

Mentoring junior technicians

Remote and on-site support

Education

High School Diploma

Tools

Microsoft Intune

Jamf Pro

ITIL knowledge

Job description

Active Public Trust Security Clearance Required

Pay: $35.00 - $38.00 per hour

Job Summary

The Senior IT Support Technician is responsible for providing advanced Tier 2/3 end-user technical support within a large enterprise environment. This role resolves complex hardware, software, network, connectivity, and endpoint issues while supporting incident management, workstation deployment, endpoint configuration, and service-level objectives.

The ideal candidate has strong hands-on experience supporting Windows and macOS environments, managing tickets through an IT service management platform, and resolving escalated technical issues. This individual will also serve as an escalation resource for junior technicians, support process improvements, and help maintain high-quality customer service and technical support operations.

Job Responsibilities

• Provide advanced Tier 2/3 technical support for desktops, laptops, software, peripherals, network, and connectivity issues.
• Troubleshoot and resolve complex hardware, software, and endpoint issues affecting end users.
• Provide in-person and remote support for desktops, laptops, mobile devices, collaboration tools, and enterprise applications.
• Triage and prioritize incidents and service requests based on business impact and urgency.
• Manage incidents, requests, escalations, and resolutions throughout the complete ticket lifecycle.
• Maintain complete and accurate ticket documentation and ensure timely communication throughout the incident lifecycle.
• Support high-priority and time-sensitive technical issues as needed.
• Serve as an escalation point for junior and mid-level support technicians.
• Mentor and guide support staff on troubleshooting approaches, ticket quality, and established escalation procedures.
• Coordinate complex issues with technical teams, vendors, and other stakeholders as needed.
• Validate resolution outcomes with users prior to closing incidents and requests.
• Perform advanced workstation imaging, provisioning, deployment, software installation, and endpoint configuration.
• Configure and support Windows and macOS systems, device drivers, enterprise applications, and endpoint security tools.
• Perform endpoint patching, updates, hardware refreshes, device replacements, and other lifecycle activities.
• Support remote endpoint management and secure troubleshooting for distributed users.
• Monitor ticket queues and support service-level agreement requirements.
• Track and report operational metrics and support performance data as needed.
• Analyze recurring technical issues and recommend improvements to processes, tools, and workflows.
• Develop and maintain technical documentation, troubleshooting procedures, and knowledge articles.
• Identify opportunities to improve service efficiency, reduce recurring incidents, and enhance end-user support.
• Follow established IT service management, security, and operational procedures.
• Perform additional duties as assigned.

Job Requirements

• 4+ years of experience in enterprise IT support, desktop support, service desk, or end-user computing environments.
• Advanced experience troubleshooting and supporting Windows and macOS operating systems.
• Experience supporting enterprise applications, endpoint hardware, peripherals, and connectivity issues.
• Experience managing incidents and service requests through an IT service management or ticketing platform.
• Experience handling escalated technical issues in an SLA-driven support environment.
• Experience with workstation imaging, software deployment, endpoint provisioning, and configuration management.
• Experience using remote support and endpoint management tools.
• Strong hardware and peripheral troubleshooting skills.
• Knowledge of incident, request, problem, and knowledge management processes.
• Ability to troubleshoot complex technical issues and coordinate resolution across multiple technical teams.
• Ability to mentor and support junior technicians.
• Strong analytical and problem-solving skills.
• Strong written and verbal communication skills.
• Strong customer service skills and the ability to communicate effectively with users at varying technical levels.
• Ability to maintain accurate technical documentation and ticket records.
• High school diploma or equivalent.
• Must meet applicable work authorization and contract requirements.
• Ability to obtain and maintain the required Public Trust authorization.

Preferred Qualifications

• Experience with Microsoft Intune and/or Jamf Pro.
• Experience supporting Microsoft 365 environments.
• ITIL knowledge or ITIL 4 Foundation certification.
• CompTIA A+ or similar desktop or end-user support certification.
• Microsoft Endpoint Administrator certification or similar endpoint management certification.
• Previous experience supporting a federal government or other highly regulated enterprise environment.
• Experience supporting VIP or other high-priority users.
• Previous Public Trust authorization or experience working in an environment requiring similar security requirements.
• Demonstrated experience reducing recurring technical issues through process, workflow, or technology improvements.