Service Desk Agents – Tier 3; DWHTC

GTSC and its Datawiz business unit seeks a highly experienced and motivated Service Desk Analyst, Tier 3.

Position contingent upon contract award. Multiple positions available.

Location:

Washington, DC. Hybrid work model with a combination of onsite support at the client site and approved telework upon satisfaction. Role can be performed in a hybrid role.

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.

The Tier 3 Service Desk Agent serves as the highest escalation point for complex, enterprise‑level technical incidents and system improvements.

• Conduct root cause analysis for recurring incidents.
• Develop automation scripts using Power Shell.
• 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 Power Shell 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.

• 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 Air Watch, Big Fix, Apple Business Manager, Workspace ONE, Intune, or Jamf.
• Experience with Power Shell 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.

• ITIL Foundation certification.

• Must be a U.S. Citizen.
• Must be eligible to obtain and maintain a Public Trust clearance.
• Must successfully complete the required background investigation and security training.

• Medical
• Dental
• Vision
• Flexible Spending Account
• Health Savings Account
• Life and AD&D
• Short‑Term Disability
• Long‑Term Disability
• 401(k)
• Tuition Assistance
• Paid Time Off

GTSC is proud to be an equal opportunity employer, committed to recruiting, hiring, and promoting qualified people of all backgrounds, regardless of sex, race, color, creed, national origin, religion, age, marital status, pregnancy, physical, mental or sensory disability, sexual orientation, gender identity or any other basis protected by federal, state or local law. Learn more about your EEO rights as an applicant.

GTSC is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.

Employment in this position is contingent upon the successful completion of a background check. Depending on the nature of the job duties or requirements set forth by our government clients, additional screenings such as drug testing and/or credit checks may be required. These checks are conducted in accordance with all applicable federal, state, and local laws.