Service Desk Agents – Tier 3 (DW2605HTZ)

~~~ Position contingent upon contract award ~~~

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 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.
  

Requirements

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