Service Desk Agents - Tier 3

Service Desk Analyst, Tier 3

GTSC and its Datawiz business unit seeks a highly experienced and motivated Service Desk Analysts, Tier 3. Multiple positions available. 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.

GTSC Datawiz Company Description:

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.
• Develop automation scripts using PowerShell.
• 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.
• Experience supporting large distributed enterprise environments.

Preferred Skills:

• ITIL Foundation certification.

Background Investigation Requirements:

• 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.

Benefits:

• Medical
• Dental
• Vision
• Flexible Spending Account
• Health Savings Account
• Life and AD&D
• Short-Term Disability
• Long-Term Disability
• 401(k)
• Tuition Assistance
• Paid Time Off

GTSC is proud to be an equal opportunity employer, committed to recruiting, hiring, and promoting qualified people of all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; physical, mental or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law.