Service Desk Technician III

AeroVironment • Herndon, VA

4d • $31 - $44

About The Position

The Service Desk Technician III is a member of the IT Service Desk team and serves as the highest technical escalation point for end-user support. This role is responsible for resolving highly complex issues across multiple systems, mentoring junior staff, leading process improvement initiatives, and ensuring the overall stability and efficiency of end-user computing environments. The Service Desk Technician III collaborates closely with engineering teams, enterprise architects, and IT leadership to enhance system reliability, user experience, and support effectiveness.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or equivalent experience.
• Minimum 5–7 years of experience in IT support, with at least 2 years in a senior technician, engineer, or escalation role.
• ITIL Foundation Certification (minimum).
• CompTIA A+ Certification - Core 1 and Core 2
• Advanced Technical Expertise.
• Deep understanding of Windows, macOS, mobile device operating systems, and working knowledge of Ubuntu/Linux workstations.
• Strong knowledge of Active Directory, Azure AD, Exchange Online, O365 administration, Intune, device management platforms (Workspace ONE JAMF), Apple Business Manager, Winmagic/BitLocker, DUO and Okta MFA.
• Proficiency in network diagnostics (DNS, DHCP, VPN, TCP/IP), virtualization technologies, and remote management tools.
• Experience with enterprise ITSM tools (e.g., ServiceNow, Ivanti, Remedy).
• Familiarity with scripting languages such as PowerShell, Python, or Bash for automation.
• Analytical and Problem-Solving Skills: Strong ability to perform complex root cause analysis and develop sustainable solutions under pressure.
• Success in reducing incident recurrence through data-driven process improvements.
• Excellent verbal and written communication skills to convey technical information clearly to both technical and non-technical audiences.
• Skilled in drafting technical documentation, knowledge base content, and incident reports.
• Proven ability to lead by example and guide junior technicians through complex troubleshooting processes.
• Experience in fostering collaboration across geographically distributed teams.
• Demonstrated commitment to providing an exceptional user experience through active listening, empathy, and clear communication.
• Capable of handling difficult interactions professionally and constructively.
• Strong organizational skills with the ability to manage multiple high-priority projects simultaneously.
• Experience participating in CAB meetings and understanding of ITIL-aligned change management practices.
• Active Listening & Empathy: Ensuring users feel heard and understood throughout the support process.
• Clear Communication: Translating technical concepts into user-friendly language.
• Time Management: Prioritizing incidents and requests efficiently while meeting SLAs.
• Adaptability: Remaining flexible amid changing priorities, systems, and environments.
• Positive Attitude: Promoting a culture of collaboration, respect, and accountability within the team.

Nice To Haves

• ITIL Intermediate or Managing Professional certification.
• Microsoft Certified: Modern Desktop Administrator Associate or equivalent.
• CompTIA Network+, Security+, or equivalent advanced certifications.
• Experience with ISO 27001 or SOC 2 environments
• Demonstrated experience resolving complex enterprise-level incidents and contributing to IT process improvement initiatives.
• Consistency, Responsiveness, Accountability, Urgency Integrity, accountability, and a continuous improvement mindset.
• Ability to perform under pressure while maintaining professionalism.
• Commitment to teamwork, inclusion, and user satisfaction.

Responsibilities

• Critical Incident Resolution Act as the final point of escalation for complex incidents escalated from Level 1 and Level 2 support.
• Perform in-depth technical troubleshooting and root cause analysis on multifaceted issues affecting enterprise systems, applications, and endpoints.
• Coordinate with network, systems, and security teams to resolve enterprise-impacting issues and restore services quickly.
• Participate in major incident response bridges, providing subject matter expertise to minimize downtime.
• Proactive Issue Management and Process Improvement Conduct trend and root cause analyses to identify recurring incidents and recommend long-term preventive measures.
• Lead continuous improvement efforts in ITSM processes (Incident, Problem, Change, and Knowledge Management).
• Develop and maintain technical documentation, knowledge base articles, and standard operating procedures (SOPs).
• Drive automation and scripting initiatives to reduce repetitive work and improve resolution times.
• Collaboration and Cross-Functional Leadership Serve as the primary liaison between the Service Desk and engineering, infrastructure, and application teams.
• Partner with vendors to resolve escalated hardware and software issues and ensure adherence to service-level expectations.
• Represent the IT Service Desk during Change Advisory Board (CAB) meetings, advocating for user experience and operational readiness.
• Provide project support for new technology rollouts, enterprise migrations, and major software deployments (as required).
• Mentorship and Knowledge Sharing Coach and mentor Level 1 and Level 2 technicians, sharing technical expertise and troubleshooting best practices.
• Support training initiatives, ensuring that junior staff develop skills necessary for future advancement.
• Assist in onboarding new Service Desk personnel, including process familiarization and knowledge transfer.
• Audit, Reporting, and Compliance Lead the gathering of records and supporting materials for internal and external IT audits.
• Ensure compliance with corporate IT and security policies, maintaining documentation accuracy and process adherence.
• Produce detailed post-incident reports and metrics dashboards to inform leadership decision-making.

Benefits

• AV offers an excellent benefits package including medical, dental vision, 401K with company matching, a 9/80 work schedule and a paid holiday shutdown.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level