Computer Support Technician III
About The Position
As a Computer Support Technician I with OMES you will enjoy: Generous leave including 15 days of vacation, 15 days of sick leave and 11 paid holidays annually. A comprehensive Benefit Package with a generous benefit allowance to offset the cost of insurance premiums for employees and their eligible dependents. Position Summary The Computer Support III is responsible for providing advanced technical leadership, escalation support, and enterprise endpoint subject matter expertise within the supported agency environment. This role focuses on complex troubleshooting, operational leadership, process improvement, endpoint standards, and enterprise support coordination across all hardware and software platforms. As a senior resource, this position works closely with the Project Manager to execute core agency initiatives, collaborate with cross-functional network and security teams, manage asset lifecycles, and ensure high-quality service delivery to end users.
Requirements
- A Bachelor’s degree and five (5) or more years of relevant experience; OR An Associate’s degree and seven (7) or more years of relevant experience; OR A High School Diploma or GED and nine (9) or more years of relevant experience; OR An equivalent combination of education and experience, substituting one year of relevant IT experience for each year of required education.
- Advanced enterprise endpoint troubleshooting, hardware diagnostics, and tier-escalation experience.
- Strong experience supporting Windows, macOS, and mobile operating systems in enterprise environments.
- Proven experience leading technical support operations, coordinating team tasks, or mentoring support staff.
- Direct experience utilizing ServiceNow or a similar enterprise ticketing system for incident and asset management.
- Strong interpersonal, communication, and time-management skills with a focus on customer service excellence.
Nice To Haves
- Familiarity with Microsoft Intune, Active Directory, and Microsoft 365 identity services.
- Experience handling hardware lifecycle management, vendor quoting, and asset tracking workflows.
- Experience working in large-scale public sector or government IT enterprise environments.
- Relevant technical certifications (CompTIA A+, Network+, Security+, Microsoft, or similar).
Responsibilities
- Serve as the primary escalation point for advanced endpoint, hardware, and enterprise support issues within the agency.
- Provide day-to-day mentorship, technical guidance, and collaborative support to frontline technician staff.
- Assist the Project Manager in developing operational standards, support procedures, and technical documentation.
- Lead localized troubleshooting efforts involving operating systems, hardware provisioning, and enterprise core applications.
- Deliver high-touch user assistance, training, and rapid response to maintain established service delivery standards.
- Manage comprehensive asset tracking projects via ServiceNow, maintain accurate hardware inventories, manage hardware ordering processes, and obtain vendor quotes.
- Coordinate and execute the delivery, configuration, and setup of new hardware, ensuring seamless deployment during large-scale laptop and workstation refreshes.
- Partner with Network Operations (NetOps) and Security teams to assist with system maintenance, access troubleshooting, and secure application implementations.
- Manage the technical onboarding processes for new employees, including provisioning accounts, setting up hardware, and verifying system access.
- Actively participate in the development, testing, and practical implementation of agency-specific applications and software utilities.
- Utilize ServiceNow for incident management, service requests, asset tracking, and comprehensive ticket documentation.
- Adhere to and enforce established service level agreements (SLAs) and customer service expectations.
- Monitor support trends, escalations, and recurring incidents to identify root causes and operational improvements.
- Participate in scheduled on-call escalation rotations and critical incident response activities as required.
Benefits
- Generous leave including 15 days of vacation, 15 days of sick leave and 11 paid holidays annually.
- A comprehensive Benefit Package with a generous benefit allowance to offset the cost of insurance premiums for employees and their eligible dependents.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
