Tier 3 - Service Desk Technician

TJFACT LLC - Totally Joined for Achieving Collaborative Techniques•New York, NY

About The Position

TJFACT is seeking a reliable and detail-oriented Tier 3 – Service Desk Technician in support of our US Department of Treasury, Office of the Comptroller of Currency (USDT – OCC) client at the OCC Headquarters in New York, NY. The Tier 3 Service Desk Technician provides advanced technical support and serves as a senior escalation resource for complex issues that cannot be resolved by Tier 1 or Tier 2. This role is responsible for delivering high-quality troubleshooting, supporting both remote and onsite service needs, and ensuring timely resolution of assigned incidents and requests in accordance with SLA requirements. The technician also contributes to team development through coaching and reinforces service quality standards.

Requirements

U.S. citizen
H.S. Diploma Required (Associate/Bachelors in relevant field of study valued/preferred)
Three (3) to seven (7) + years of progressive IT support experience (Service Desk, Desktop Support, or similar)
Ability to lift up to 50 pounds
Ability to move and support IT equipment onsite as needed

Nice To Haves

CompTIA A+ or similar certification
Cisco Certified Network Associate (CCNA)

Responsibilities

Serve as a senior escalation resource for complex technical issues across hardware, software, mobile devices, and network environments
Perform advanced troubleshooting and diagnostics to resolve incidents and service requests
Recreate and simulate user issues to identify root causes and implement solutions
Support workstations, laptops, peripheral devices, mobile devices, operating systems (Windows, MacOS, Linux), and enterprise applications
Provide onsite support as needed for hardware, desktop, and AV-related issues
Support conference rooms, AV systems, and end-user equipment in person
Coordinate with facilities, vendors, and IT teams for issues requiring physical presence
Respond to urgent onsite needs, including executive/VIP support scenarios
Ensure assigned tickets are resolved within SLA targets
Maintain ownership of incidents from intake through resolution, including user communication
Accurately document, track, and update tickets to reflect current status and resolution details
Reinforce team-wide ticket quality standards, including proper documentation and timely updates
Apply structured troubleshooting methodologies to diagnose and resolve hardware, network, mobile, and software issues
Participate in root cause analysis and contribute to long-term solutions
Collaborate with engineering and infrastructure teams to resolve complex or systemic issues
Collaborate with teams and communicate effectively with end users and stakeholders
Act as a coordination point across Service Desk, Desktop Support, Network, and Engineering teams
Serve as a primary liaison between teams to support issue resolution and service continuity
Provide coaching and mentoring to Tier 1 and Tier 2 technicians
Share technical knowledge and troubleshooting techniques to improve team capability
Support onboarding and informal training of team members
Reinforce best practices in ticket handling, troubleshooting, and customer communication
Follow and support endpoint and network security best practices
Detect, troubleshoot, and remediate malware and security-related issues
Ensure compliance with organizational policies, licensing, and data protection standards
Apply ITSM best practices, including Incident, Request, Problem, and Change Management
Maintain accurate documentation and contribute to knowledge base articles
Utilize remote support tools and system utilities for diagnostics and resolution
Adhere to organizational procedures for safety, compliance, and service delivery
Maintain strong attendance and punctuality to ensure consistent support coverage
Demonstrate professionalism in all interactions with users and team members
Ensure readiness at shift start with all required tools and systems operational