Senior Technology Support Specialist (Tier 3)

Senior Technology Support Specialist (Tier 3) Location: Washington, DC (on-site) Full-time with benefits (Contingent upon contract award) Pay: Negotiable depending on experience SDS seeks Tier 3 Senior Technology Support Specialists to support an upcoming IT support services effort for the House of Representatives. In addition to Tier 1 responsibilities, Tier 3 Support personnel will provide advanced on-site technical support services, including direct interaction with executive-level staff and office leadership. These services are essential for resolving complex technical issues, performing installations, and maintaining optimal system functionality across House offices. Tier 3 is considered “Expert Support” for more complex IT requirements/issues. Primary Responsibilities Provide professional, high-level technical support to executive customers and management, particularly in urgent or emergency situations. Deliver on-site support for mobile devices, hardware installation, software configuration, and troubleshooting. Assist House offices in installing, configuring, and using House-supported software and applications. Decommission devices by wiping Macs, iPhones and iPads. Contribute to the development of user-facing documentation and installation guides. Maintain and expand a comprehensive knowledge base of commonly used software, hardware, and accessories (e.g., USB cameras, conferencing peripherals used with Microsoft Teams, etc.). Offer consulting services to House offices on best practices, system usage, and technology recommendations. Act as an escalation point for resolving complex end-user issues requiring advanced technical expertise. Perform user data migration tasks upon request, ensuring data integrity and security. Create and deploy system images for computers and laptops to streamline setup and deployment processes. Perform mobile device and endpoint management console support (AirWatch, BigFix, Apple Business Manager, Workspace ONE, Intune, Jamf). Configure workstations to meet user requirements, including profile setup, printer configuration, dual monitor setups, and other peripheral installations as needed. Use PowerShell and Power BI to create custom reports as needed Use PowerShell to automate maintenance processes as needed. Additional Expectations Collaborate effectively with cross-functional teams and external vendors to resolve hardware and software issues. Demonstrate flexibility and responsiveness in a fast-paced, customer-focused environment. Perform other official duties as assigned. Qualifications and Technical Requirements Ability to configure and troubleshoot COTS software and hardware, including PCs, Macs, mobile devices, printers, and peripherals. Intermediate to advanced knowledge of Windows, macOS, iOS, and Android operating systems. Foundational understanding of physical, network, and application layers; familiarity with TCP/IP tools and protocol commands to resolve technical issues. Excellent customer service and communication skills, with a professional demeanor in interactions with executive-level staff and management. Ability to operate effectively in a fast-paced environment and meet tight deadlines. Demonstrated proficiency in business and systems analysis to identify, understand, and resolve user issues. One (1) year minimum experience supporting: o macOS o Remote access tools (e.g., Cisco AnyConnect) o VPN and secure remote connectivity (RSA SecurID experience preferred) Three (3) years minimum experience in: o IT Call Center environments o Active Directory user and account administration o Supporting Microsoft Windows 10 and Office 365 applications o Supporting mobile operating systems (iOS, Android) o Supporting Microsoft Office 365 Pro Plus, SharePoint, and Exchange Online Experience with Mobile Device Management (MDM) tools such as JAMF, Apple Business Manager (ABM), Workspace ONE, or Intune. Five (5) years minimum experience with Incident, Change, or Knowledge Management systems (i.e. BMC Helix (Remedy)) Five (5) years of advanced-level experience with Windows, macOS, iOS, and Android operating systems. Five (5) years of Active Directory user and account administration. Five (5) years of experience supporting Microsoft Windows and Office 365 applications. Three (3) years of experience supporting clients using remote access software. Three (3) years of experience supporting remote connectivity (VPN). Ability to lift up to 50 pounds of equipment as needed for on-site hardware support. Preferred Qualifications CompTIA Certification (e.g., A+, Network+, Security+) M365 Certification ITIL Foundation Certification Relevant college degree in IT or related field Other industry-recognized IT certification Strategic Data Systems provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. #J-18808-Ljbffr Strategic Data Systems