Service Desk Agents – Tier 3 (DW2605HT)

Datawiz

2d • Hybrid

About The Position

The Tier 3 Service Desk Agent serves as the highest escalation point for complex, enterprise-level technical incidents and system improvements.

Requirements

• 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.

Nice To Haves

• ITIL Foundation certification.

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.

Benefits

• Medical
• Dental
• Vision
• Flexible Spending Account
• Health Savings Account
• Life and AD&D
• Short-Term Disability
• Long-Term Disability
• 401(k)
• Tuition Assistance
• Paid Time Off

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed