IT Support Technician 3

Type: Contract
Location: Onsite in Washington, DC (20002 area)
Schedule: 40 hours/week
Pay: $37–$40/hr (W2)
Clearance: Must be able to obtain and maintain a Public Trust (no active clearance required to apply)

What you’ll do

Join an enterprise IT support team providing hands-on and remote support for end users in a structured, process-driven environment. You’ll handle more complex issues (Tier 2/3), support device deployments, and help improve the overall support experience.

Key responsibilities

• Troubleshoot and resolve advanced desktop/end-user issues (hardware, software, peripherals, connectivity)
• Provide onsite + remote support for laptops/desktops, collaboration tools, and standard enterprise apps
• Triage and prioritize tickets based on urgency/impact to minimize downtime
• Act as an escalation point for junior technicians and help coach on troubleshooting approach and ticket quality
• Coordinate with other IT teams/vendors when issues require cross-team support
• Perform endpoint imaging, provisioning, deployments, and secure configuration
• Support both Windows and macOS environments
• Document work clearly in ServiceNow (or similar tool), ensuring accurate notes and proper closure
• Contribute to knowledge articles / documentation to reduce repeat issues and improve efficiency

What we’re looking for

• 4+ years of enterprise IT support experience (end-user computing)
• Strong troubleshooting skills across:
  • Windows + macOS
  • Desktop/laptop hardware and peripherals
  • Common enterprise tools and connectivity basics
• Experience working in a ticket-driven environment (ServiceNow strongly preferred)
• Familiarity with IT service management concepts (Incident/Request/Problem/Knowledge)
• Comfortable supporting time-sensitive issues with a customer-first mindset
• Able to pass requirements for a Public Trust background process

Nice to have

• Prior support experience in regulated or structured environments (large enterprise, government-adjacent, etc.)
• ITIL Foundation
• CompTIA A+ (or similar)
• Microsoft Endpoint/365 experience
• Endpoint management tools like Intune and/or Jamf

System One, and its subsidiaries including Joulé and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.
System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

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Ref: #851-Rockville-S1