Service Desk Agents - Tier 3

Job Title

GTSC 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.

Job Description

GTSC 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 required background investigation and security training.

Benefits

Health and Dental Insurance Group Life insurance Short-term Disability 11 Paid Federal Holidays 401(k)

GTSC 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. GTSC is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. GTSC participates in the E-Verify program in all locations as required by law. Learn more about the E-Verify program.