IT Support Technician 3

Job Description

Candidates must be U.S. citizens able to obtain and/or maintain a Department of Defense security clearance as a condition and continuation of employment.

IT Support Technician 3

Location: Washington, D.C. (Onsite)

Role Overview

The IT Support Technician 3 provides advanced end-user support, delivering Tier 2/3 resolution for complex desktop, software, and connectivity issues in an enterprise environment. This role supports the Customer Service Desk operating model by ensuring incidents and requests are fully documented, prioritized, and resolved in ServiceNow. The position also improves service performance by mentoring junior technicians and identifying recurring issues.

Key Responsibilities

• Provide expert-level troubleshooting and resolution for complex hardware, software, network, and peripheral issues.

• Deliver in-person and remote support for desktops, laptops, mobile devices, collaboration tools, and enterprise applications.

• Serve as the escalation point for junior and mid-level technicians on difficult incidents and cross-technology troubleshooting.

• Guide support staff on diagnostic approaches, ticket quality, and adherence to established standard operating procedures.

• Perform advanced workstation imaging, deployment, provisioning, and lifecycle support for enterprise endpoint devices.

• Configure and maintain Windows and macOS systems, device drivers, enterprise software, and endpoint security tooling.

• Maintain complete and accurate records of incidents, requests, escalations, and resolutions in the ticketing system.

• Analyze recurring incidents and recommend process, tooling, and workflow improvements to reduce repeat issues.

• Required Qualifications

• High School Diploma or equivalent.

• 4+ years of experience in enterprise IT support for end-user computing environments.

• Advanced experience supporting Windows and macOS operating systems, enterprise applications, and endpoint hardware diagnostics.

• Demonstrated experience in escalation handling, incident/request management, and SLA-driven support operations.

Technical Skills:

• ServiceNow and end-to-end ticket lifecycle management.

• ITIL-aligned Incident, Request, Problem, and Knowledge Management processes.

• Workstation imaging, software packaging/deployment, endpoint provisioning, and configuration management.

• Remote support tools and secure troubleshooting for distributed users.

• SLA monitoring, operational metrics reporting, and continuous service improvement practices.

• Preferred Qualifications

• Prior experience supporting federal civilian agencies or similarly regulated enterprise IT environments.

• ITIL 4 Foundation certification with practical application in service desk operations.

• Experience with enterprise endpoint management platforms such as Microsoft Intune and/or Jamf Pro.

• Demonstrated capability to mentor technicians and drive measurable reductions in recurring incident volume.

• CompTIA A+ certification.

• Microsoft 365 Certified: Endpoint Administrator Associate certification.

PLEASE NOTE:

• Candidates must be able to obtain and/or maintain a Public Trust clearance as a condition and continuation of employment.

• Work Environment

• This role supports call-in and walk-in operations during established support hours. It may require participation in on-call or surge support activities based on operational needs. The position is on-site in Washington, DC.

• Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

• Everforth Apex uses a virtual recruiter as part of the application process. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy.

• Everforth Apex

Benefits

• Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide.

• Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

• If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our

Benefits

• UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex Systems.