HELP DESK TIER III TECHNICIAN � HYBRID (after training)

Reston Consulting Group•Silver Spring, MD

11d•Hybrid

About The Position

We are currently seeking a Help Desk Tier III Technician to support a federal government customer in Silver Spring, MD. This is a full-time role supporting a high-visibility environment requiring advanced technical troubleshooting, white-glove support, and strong customer service skills. The position requires 8 weeks of on-site training, after which a hybrid schedule will be available.

Requirements

4+ years of experience providing advanced IT support in a Tier II/III environment
Strong experience troubleshooting complex desktop, network, and basic server issues
Hands-on experience with Active Directory, account management, and endpoint support
Experience supporting AV systems and conferencing technologies (Crestron/AMX preferred)
Proficiency with Google Workspace, Microsoft Office Suite, and Adobe products
Experience with ServiceNow or similar IT service management tools
Familiarity with remote support tools such as BeyondTrust
Working knowledge of networking fundamentals
Strong communication, organizational, and customer service skills
Ability to work effectively in a fast-paced, high-demand environment
Must be a U.S. Citizen and able to obtain a Public Trust clearance
Must reside in the DMV area

Nice To Haves

Experience with Dante protocol and advanced AV systems
Familiarity with Cisco VPN configuration and CAC authentication
Degree in Information Technology or related field (or equivalent experience)

Responsibilities

Provide Tier III technical support via phone, chat, email, and in-person desk-side support
Manage Active Directory accounts, BitLocker, encryption policies, and user account provisioning
Install, configure, and troubleshoot hardware, software, and peripheral devices (PC/Mac)
Support conference rooms and multimedia systems, including setup and troubleshooting of hybrid meetings
Troubleshoot and support platforms such as Google Meet, Microsoft Teams, Cisco Webex, Zoom, and GoToMeeting
Maintain and support AV equipment (projectors, cameras, microphones, conferencing systems)
Utilize remote support tools (e.g., BeyondTrust) for end-user assistance
Log, track, and resolve incidents and service requests using ServiceNow
Create and maintain knowledge base articles and user documentation
Support onboarding/offboarding processes, including account creation and device provisioning
Configure VPN access, CAC authentication, and endpoint systems
Provide VIP-level support and priority issue resolution
Maintain IT inventory and coordinate vendor access onsite
Support special events, meetings, and conferences as needed
Identify and implement process improvements and best practices