IT Support Technician 3

IT Support Technician (Tier 2/3) – Onsite (Washington, DC) – Contract
Pay Rate: $40/hr (W2)
Schedule: Onsite 5 days/week
Clearance: Must be able to obtain and maintain a Public Trust

Why this role

Join a newly awarded, long-term federal program supporting end users in a highly regulated enterprise environment. This is a fast-moving need, and strong performers may be considered for conversion after ~6 months.

What you’ll do (day-to-day)

• Provide Tier 2/3 desktop support for end users (in-person and remote)
• Troubleshoot complex issues across:
  • Windows and macOS endpoints
  • Hardware/peripherals, software, connectivity, collaboration tools, and enterprise apps
• Own tickets end-to-end in ServiceNow (clear documentation, prioritization, follow-through, and closure confirmation)
• Handle escalations and help mentor junior technicians (best practices, troubleshooting approach, ticket quality)
• Support endpoint lifecycle work:
  • Imaging/provisioning/deployment
  • Secure configuration, patching/updates
  • Endpoint tooling and remote support capabilities
• Identify recurring issues and contribute to improvements (knowledge articles, process/tooling recommendations, SLA performance)

Required qualifications

• High School Diploma (or equivalent)
• 4+ years of enterprise IT/end-user support experience
• Strong hands-on troubleshooting with Windows + macOS
• Experience working in a ticketed, SLA-driven environment (ServiceNow strongly preferred)
• Comfortable in a regulated setting and able to complete Public Trust onboarding requirements

Nice to have

• Existing/previous Public Trust (or prior federal environment experience)
• ITIL 4 Foundation
• CompTIA A+
• Microsoft endpoint/MDM exposure (Intune and/or Jamf)

System One, and its subsidiaries including 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.

#M1
Ref: #851-Rockville-S1