GTSC seeks a highly experienced and motivated Service Desk Analysts, Tier 3Multiple 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.
Job DescriptionThe 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- 15 days of PTO.
- 11 paid federal holidays.
- Medical, Dental, Vision, Life, and Disability insurances.
- HSA and FSA.
- Travel assistance program.
- Pet insurance.
- and many others.
