Tier 3 - Service Desk Technician

Totally Joined For Achieving Collaborative Techniques•New York, NY

20h

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
Advanced knowledge of computer hardware, components, and peripheral devices
Strong understanding of operating systems (Windows, MacOS, Linux) and system utilities
Experience installing, configuring, and maintaining enterprise endpoint devices
Understanding of TCP/UDP ports, protocols, and network configurations
Experience troubleshooting wired and wireless networks and VPN connectivity
Ability to configure, troubleshoot, and support mobile devices and applications
Knowledge of device synchronization, connectivity, and security practices
Familiarity with cloud computing concepts and client-side virtualization
Understanding of endpoint integration with cloud-based services
Strong analytical skills and structured troubleshooting methodology
Ability to diagnose and resolve complex technical issues across multiple domains
Knowledge of endpoint security, malware prevention, and remediation techniques
Understanding of security best practices, vulnerabilities, and risk mitigation
Knowledge of ITSM processes, documentation standards, and change management
Strong communication, professionalism, and customer service skills
Experience using remote support tools and enterprise ticketing systems

Nice To Haves

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

Responsibilities

Technical Escalation & Advanced Support 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
Onsite & Remote Support 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
Service Delivery & SLA Performance 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
Troubleshooting & Problem Resolution 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
Collaboration & Communication 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
Coaching & Knowledge Sharing 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
Security & Compliance 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
Operational Procedures & ITSM Alignment 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
Professionalism & Reliability 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