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

Hunter Strategy

Service Desk Support III

Hunter Strategy