Service Desk Agents - Tier 3

Service Desk Agents – Tier 3 (DW2605HTC) Washington, United States | Posted on 06/23/2026 GTSC and its Datawiz business unit seeks a highly experienced and motivated Service Desk Analysts, Tier 3 . Location: Washington, DC ... Hybrid work model with a combination of onsite support at the client site and approved telework upon satisfaction role can be performed in hybrid role. Datawiz delivers secure, ITIL-aligned Tier 1–3 IT support services to Federal Government clients operating in mission-critical environments. Our teams provide 24/7 hybrid Service Desk coverage, onsite technical support, enterprise endpoint management, and asset lifecycle coordination in compliance with Government security and service level standards. Job Description The Tier 3 Service Desk Agent serves as the highest escalation point for complex, enterprise-level technical incidents and system improvements. Responsibilities: Conduct root cause analysis for recurring incidents. Build service performance dashboards in Power BI. Support enterprise imaging and system migrations. Perform secure data recovery and NIST-aligned media sanitization. Perform mobile device and endpoint management console support Use PowerShell and Power BI to automate maintenance processes and create custom reports as needed. Maintain and expand knowledge base of commonly used software, hardware, and accessories, such as USB cameras and conferencing peripherals. Maintain asset documentation and reconciliation records. Oversee device lifecycle compliance and chain-of-custody documentation. Contribute to cross-tier technical documentation and training. Collaborate with cross-functional teams and external vendors to resolve hardware and software issues. Required Skills Five (5) years supporting Windows and macOS. Five (5) years Active Directory administration. Three (3) years secure remote troubleshooting. Experience supporting endpoint lifecycle processes. Experience supporting mobile device and endpoint management consoles, such as AirWatch, BigFix, Apple Business Manager, Workspace ONE, Intune, or Jamf Experience with PowerShell and Power BI Ability to work onsite in Washington, DC. Ability to lift up to 50 pounds when supporting onsite hardware needs. Experience supporting transition or surge operations. Preferred Skills Must be a U.S. Citizen. Must be eligible to obtain and maintain a Public Trust clearance. Must successfully complete the required background investigation and security training. Medical Vision Flexible SpendingAccount HealthSavings Account Lifeand AD&D Short-TermDisability Long-TermDisability 401(k) TuitionAssistance PaidTime Off GTSCis proud to be an equal opportunity employer, committed torecruiting, hiring, and promoting qualified people of allbackgrounds, regardless of sex; race; color; creed; nationalorigin; religion; age; marital status; pregnancy; physical,mental or sensory disability; sexual orientation; genderidentity or any other basis protected by federal, state orlocal law. Learn more about your EEO rights as anapplicant. GTSCis committed to working with and providing reasonableaccommodation to applicants with physical and mentaldisabilities. Employment in thisposition is contingent upon the successful completion of abackground check. Depending on the nature of the job duties orrequirements set forth by our government clients, additionalscreenings such as drug testing and/or credit checks may berequired. These checks are conducted in accordance with allapplicable federal, state, and local laws. GTSC-Talent Solutions is an Equal Opportunity Employer and does not discriminate on the basis of race or ethnicity, religion, sex, national origin, age, veteran disability or genetic information or any other reason prohibited by law in employment. #J-18808-Ljbffr