IT Support Technician - 3

Olympus Solutions Inc.•Washington, DC

5h•Onsite

About The Position

Olympus Solutions, Inc. is seeking a Full-Time, highly motivated IT Support Technician - 3 with strong analytical and problem-solving abilities to join our fast-growing team to support the SEC Infrastructure Support Services 2 (ISS2) program. In this role, you will provide expert-level deskside and remote technical support for SEC end users in enterprise environments, serving as an escalation point for junior and mid-level technicians, resolving complex hardware, software, and network issues while mentoring staff and driving process improvements. This is an onsite position located in Washington, DC.

Requirements

Minimum 5–7 years of IT support experience in enterprise environments.
Advanced knowledge of Windows and macOS operating systems, hardware diagnostics, and enterprise applications.
Familiarity with ITIL processes, ticketing systems (e.g., ServiceNow), and remote support tools.
U.S. Citizenship is required; dual citizenship is not permitted.
Must be able to obtain and maintain a Public Trust suitability determination.

Nice To Haves

Experience providing VIP and executive support.
Experience developing technical documentation and knowledge base articles.
Relevant industry certifications (e.g., CompTIA A+, Microsoft, or ITIL).

Responsibilities

Provide expert-level technical support for end users, resolving complex hardware, software, and network issues.
Serve as an escalation point for junior and mid-level technicians, offering guidance and mentoring.
Perform advanced workstation imaging, deployment, and configuration of enterprise software and security tools.
Diagnose and resolve complex issues across Windows, macOS, networking, peripherals, and enterprise applications.
Mentor and train junior technicians on troubleshooting methodologies, documentation standards, and SEC procedures.
Provide technical leadership during high-priority incidents and VIP support situations.
Analyze recurring issues, recommend process improvements, and assist in developing technical documentation.
Lead knowledge transfer sessions and contribute to the service desk knowledge base.
Ensure SLA compliance by monitoring ticket queues, updating records, and reporting performance metrics to management.
Maintain detailed documentation of troubleshooting steps, resolutions, and workarounds in ServiceNow.
Track and report on incident trends, recurring problems, and service improvement opportunities.
Support asset lifecycle activities, including hardware refresh, device swaps, and inventory management.