End User Tier 3

End User Tier 3 Technology and Computer-related Washington DC • ID: 25-021P • Full-Time • Regular

Provide Tier 3 end user system administration support via telephone, deskside, or remote to users related to their hardware, network connectivity, operating systems, email, end user and business applications, printers, smart phones, mobile devices, and other standard end user managed tools, hardware, and peripherals.

Troubleshoot, track, resolve, and report on incidents and requests using the ITSM. Create and deploy standard system images. Use PowerShell and Power BI to create custom reports and use PowerShell to automate maintenance processes. Collaborate with cross-functional teams and vendors to resolve hardware and software issues.

Required Experience/Qualifications:

• Requires a high school diploma/GED and a minimum of five years of experience.
• Formal technical training and/or further education (AA or BS) are a plus and may be substituted for some experience requirements.
• Requires advanced Tier 3 experience supporting standard office computing equipment: PCs, laptops, tablets, mobile devices, printers, operating systems (e.g., Windows 10 & 11, macOS, iOS, Android), Microsoft Office Suite/O365, standard business software applications, remote access tools (e.g., Cisco AnyConnect VPN and secure remote connectivity, RSA SecurID), and Active Directory.
• Must have significant experience with Mobile Device Management (MDM) tools such as JAMF, Apple Business Manager (ABM), Workspace ONE, or Intune.
• Must have a thorough understanding of physical network and application layers and with TCP/IP tools and protocol commands to resolve technical issues.
• Must have advanced PowerShell and Power BI skills.
• ITSM ticketing system experience required; BMC Helix experience is preferred.
• Must be able to lift up to 50 pounds.
• Occasional travel outside of the DMV may be required.
• Ability to communicate orally and in writing.
• Must have a positive and patient customer service attitude.
• Must be able to work independently and within a team in a fast-paced environment.
• Must be able to attain agency suitability clearance prior to start date.
• Experience supporting a mid-sized Federal agency enterprise is a plus.
• Relevant certifications such as ITIL 4, ACSP, and M365 are preferred but not required.