Delivers daily on-site and/or remote support for end users, including workstations, peripherals, mobile devices, and standard enterprise applications
Installs, configures, and maintains IT equipment (PCs, laptops, printers, VoIP phones, conference room systems) in accordance with approved standards and security policies
Supports operating systems (e.g., Windows 10) and common enterprise software (e.g., Microsoft Office), including patching and configuration changes under change control
Performs advanced diagnostics and root cause analysis, implementing long-term corrective actions to reduce repeat incidents
Manages tickets in the IT service management (ITSM) tool, ensuring accurate logging, prioritization, documentation, and timely closure
Maintains accurate asset and configuration records, supporting inventory, lifecycle tracking, and preparation of equipment for transfer or disposal
Participates in IT projects and deployments (e.g., hardware refreshes, OS/application rollouts), including imaging, staging, testing, and cutover support
Adheres to and promotes IT security, privacy, and safety policies, supporting audits and compliance requirements as needed
Other duties as assigned.

Requires a Bachelor's degree (or equivalent work experience) in IT, Computer Science, Business Administration, or related field
8 Years of related experience
Must have good technical knowledge of hardware, software, and network troubleshooting, and training or experience with IT equipment setup and maintenance
Secret Clearance is required
Must be able to pass a background check
Minimum Skills Required: Must possess problem-solving skills
Must be capable of working with remote support tools and ticketing systems and must be willing to travel
Excellent problem-solving, analytical, communication, and interpersonal skills are essential
Ability to respond effectively to customers with a sense of urgency
Proficient in Microsoft and Adobe toolsets, including Excel, Word, PowerPoint, Acrobat, etc.
Highly motivated with the ability to handle and manage multiple tasks at any one time
Ability to forge new relationships, individual and teaming in nature
Must be a Self-starter, that can work independently and as part of a team.

Technical Support III

Key skills