Tier 3 Service Desk Analyst - Hybrid (DC)

Gtscts; Washington; Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Group life insurance

Short-term disability

401(k)

Job summary

GTSC is seeking a seasoned Service Desk Analyst, Tier 3, to act as the highest escalation point for complex enterprise incidents in a hybrid Washington, DC environment. You will drive root cause analyses, support imaging and migrations, and develop dashboards using Power BI to monitor service performance.

The role requires 5 years of Windows/macOS, AD administration, and remote troubleshooting, plus experience with endpoint lifecycles and multiple MDM tools.

Qualifications

• Five (5) years supporting Windows and macOS.
• Five (5) years Active Directory administration.
• Three (3) years secure remote troubleshooting.
• Experience supporting endpoint lifecycle processes.
• Experience supporting mobile device and endpoint management consoles, such as AirWatch, BigFix, Apple Business Manager, Workspace ONE, Intune, or Jamf
• Experience with PowerShell and Power BI
• Ability to work onsite in Washington, DC.
• Ability to lift up to 50 pounds when supporting onsite hardware needs.
• Experience supporting transition or surge operations.

Responsibilities

• Conduct root cause analysis for recurring incidents.
• Build service performance dashboards in Power BI.
• Support enterprise imaging and system migrations.
• Perform secure data recovery and NIST-aligned media sanitization.
• Perform mobile device and endpoint management console support
• Use PowerShell and Power BI to automate maintenance processes and create custom reports as needed.
• Maintain and expand knowledge base of commonly used software, hardware, and accessories, such as USB cameras and conferencing peripherals.
• Maintain asset documentation and reconciliation records.
• Oversee device lifecycle compliance and chain-of-custody documentation.
• Contribute to cross-tier technical documentation and training.
• Collaborate with cross-functional teams and external vendors to resolve hardware and software issues.

Skills

Windows support

macOS support

Active Directory

Remote troubleshooting

Endpoint management

PowerShell

Power BI

Onsite support

Tools

AirWatch

BigFix

Apple Business Manager

Workspace ONE

Intune

Jamf

PowerShell

Power BI

Job description

GTSC is seeking a seasoned Service Desk Analyst, Tier 3, to act as the highest escalation point for complex enterprise incidents in a hybrid Washington, DC environment. You will drive root cause analyses, support imaging and migrations, and develop dashboards using Power BI to monitor service performance.

The role requires 5 years of Windows/macOS, AD administration, and remote troubleshooting, plus experience with endpoint lifecycles and multiple MDM tools.