ESD Technician III; Senior

GovCIO is seeking a motivated, career and customer-oriented ESD Technician III (Senior) to join our team in Doral, FL.

Responsibilities include but are not limited to:

• Provide expert-level and strategic technical support to end users, resolving highly complex hardware, software, and network issues that often require in-depth analysis and specialized knowledge
• Serve as a primary escalation point for mid and Junior Technicians, providing advanced mentorship, technical guidance, and leadership in resolving challenging incidents
• Proactively identify, analyze, and resolve potential systemic problems, implementing long-term solutions to minimize disruptions to critical business operations
• Lead the development and maintenance of comprehensive knowledgebase articles, advanced troubleshooting guides, and specialized training materials
• Lead and manage small-to-medium-sized projects and initiatives to improve Enterprise Service Desk processes, focusing on efficiency and innovation
• Conduct in-depth trend analysis of support requests, identify recurring issues, and recommend strategic solutions to improve service delivery
• Demonstrate exceptional communication, interpersonal, and leadership skills, and build strong relationships with users, stakeholders, and other IT Teams
• Develop and present detailed performance reports and identify strategic opportunities for continuous improvement and process optimization
• Stay ahead of the curve with the latest technologies and industry best practices, evaluating and recommending new tools and methodologies for the Enterprise Service Desk
• Provide direction and mentorship to more junior staff

High School with 6 - 9 years (or commensurate experience)

Required Skills and Experience

• BS in field necessary to assume ESD Technician III duties or a minimum of 7 years years of relevant ESD Technician III experience.
• A candidate holding a relevant Bachelor's degree may be granted 2 years’ experience credit for that extra education.
• Five years of position-specific relevant experience.
• Deep understanding of operating systems (e.g., Windows, macOS, Linux).
• Expertise in troubleshooting hardware, software, and network problems.
• Proficiency in using remote support tools and ticketing systems.
• Knowledge of ITIL-informed processes and best practices.
• Familiarity with enterprise applications and systems (e.g., Active Directory, Microsoft 365, cloud services).
• Strong analytical and problem-solving skills.
• Ability to diagnose and resolve complex technical issues, identify root causes, and implement effective solutions.
• Extensive and specialized knowledge of enterprise systems and applications, often leading in a specific technical area

• Clearance Required:
  
  Secret

Preferred Skills and Experience

• Bachelor’s degree in Information Technology, or related technical field. Experience supporting DoD programs. Experience in IT service management and ITIL-informed processes. Knowledge of ITSM tools such as Service Now and Jira Expertise in a specific area of IT support (e.g., networking, security, cloud computing). Experience with scripting or automation tools. Knowledge of IT security best practices and incident response procedures. Ability to analyze trends in support requests and identify recurring issues.
  
  Experience with performance reporting and continuous improvement initiatives. ITIL Foundation certificate, Cisco Certified Network Associate (CCNA), Microsoft certifications, and relevant IT certifications (e.g., CompTIA A+, Network+, Security+, ITIL Foundation).
• Experience at a DoD Combatant Command (e.g., SOUTHCOM, NORTHCOM, CENTCOM, CYBERCOM, INDOPACOM, EUCOM, AFRICOM, STRATCOM, TRANSCOM, SOCOM, SPACECOM) or a component is desired.
• CompTIA Security+ certification
• Microsoft Environmental certification (Azure 104, MD101/102).