Hunter Strategy
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6 months ago
Service Desk Support III
(1 opening)
Crystal City , VA / remote National Capital Area
We are looking for an experienced and highly skilled Service Desk Support III to provide advanced office automation, client endpoint, and Tier 3 support. In this senior role, you will handle complex technical issues, perform in-depth troubleshooting, and contribute to improving IT service quality. You will work closely with various IT teams and stakeholders to ensure effective resolution of high-level technical problems.
Key Responsibilities:
- Advanced Office Automation and Client Endpoint Support:
- Manage and maintain the entire HaC IT ecosystem, including all office hardware and software functionality, repairs, and connectivity.
- Provide Tier 3 support by investigating and resolving complex technical issues through advanced troubleshooting and root cause analysis.
- Oversee the deployment and maintenance of desktop systems, ensuring patching compliance and implementing upgrades as needed.
- Support application deployment for standard and mission-specific applications, including Microsoft Office suite and development tools.
- Service Desk Operations:
- Create and implement a comprehensive Service Desk Plan that aligns with HaC team needs and DISA IT management guidelines.
- Serve as a liaison to DISA, JSP, and other IT organizations to ensure compliance and improve service efficiency.
- Manage and track service desk tickets, providing timely resolution and updates on complex issues.
- Technical Support and Troubleshooting:
- Conduct in-depth troubleshooting, perform root cause analysis, and implement advanced solutions for complex technical issues.
- Collaborate with IT teams, vendors, or third-party providers to resolve issues and enhance service quality.
- Contribute to the creation and maintenance of knowledge base articles, technical documentation, and standard operating procedures.
- Process Improvement and Documentation:
- Identify trends, recurring issues, or systemic problems and provide feedback to enhance service quality and suggest preventive measures.
- Maintain an organized and professional workspace, ensuring the security and accessibility of IT infrastructure.
Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- 5+ years of experience in a technical support role with a focus on advanced troubleshooting and Tier 3 support.
- Active IAT II Certification (such as CCNA-Security, CySA+, CSA+, GICSP, GSEC, Security+ CE, CND, SSCP).
- Active DoD Secret Clearance.
- Expertise in managing complex IT issues, office automation, and client endpoint support.
- Proficiency with MacOS and Windows operating systems, and familiarity with various IT service management tools.
- Strong analytical and problem-solving skills with a proven ability to work collaboratively with IT teams and stakeholders.
Additional Requirements:
- Demonstrated ability to lead and manage high-level technical issues.
- Excellent communication skills and the ability to document and share technical knowledge.
- Commitment to continuous improvement and professional development.
This position is contingent on contract award.