Service Desk Agents – Tier 3 (DW2605HT)

Datawiz

69d•Hybrid

About The Position

Datawiz, a GTSC company, seeks a highly experienced and motivated Service Desk Analyst, Tier 3. This position is contingent upon contract award and multiple positions are available. The Tier 3 Service Desk Agent serves as the highest escalation point for complex, enterprise-level technical incidents and system improvements. Datawiz 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.

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.
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.

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.