Senior Technology Support Specialist; Tier 3

Senior Technology Support Specialist (Tier
3)

Location:

Washington, DC (on-site)

Full-time with benefits (Contingent upon contract award)

Pay:
Negotiable depending on experience

SDS seeks Tier 3 Senior Technology Support Specialists to support an upcoming IT support services effort for the House of Representatives. In addition to Tier 1 responsibilities, Tier 3 Support personnel will provide advanced on-site technical support services, including direct interaction with executive-level staff and office leadership. These services are essential for resolving complex technical issues, performing installations, and maintaining optimal system functionality across House offices.

Tier 3 is considered “Expert Support” for more complex IT requirements/issues.

• Provide professional, high-level technical support to executive customers and management, particularly in urgent or emergency situations.
• Deliver on-site support for mobile devices, hardware installation, software configuration, and troubleshooting.
• Assist House offices in installing, configuring, and using House-supported software and applications.
• Decommission devices by wiping Macs, iPhones and iPads.
• Contribute to the development of user-facing documentation and installation guides.
• Maintain and expand a comprehensive knowledge base of commonly used software, hardware, and accessories (e.g., USB cameras, conferencing peripherals used with Microsoft Teams, etc.).
• Offer consulting services to House offices on best practices, system usage, and technology recommendations.
• Act as an escalation point for resolving complex end-user issues requiring advanced technical expertise.
• Perform user data migration tasks upon request, ensuring data integrity and security.
• Create and deploy system images for computers and laptops to streamline setup and deployment processes.
• Perform mobile device and endpoint management console support (Air Watch, Big Fix, Apple Business Manager, Workspace ONE, Intune, Jamf).
• Configure workstations to meet user requirements, including profile setup, printer configuration, dual monitor setups, and other peripheral installations as needed.
• Use Power Shell and Power BI to create custom reports as needed
• Use Power Shell to automate maintenance processes as needed.

• Collaborate effectively with cross-functional teams and external vendors to resolve hardware and software issues.
• Demonstrate flexibility and responsiveness in a fast-paced, customer-focused environment.
• Perform other official duties as assigned.

• Ability to configure and troubleshoot COTS software and hardware, including PCs, Macs, mobile devices, printers, and peripherals.
• Intermediate to advanced knowledge of Windows, macOS, iOS, and Android operating systems.
• Foundational understanding of physical, network, and application layers; familiarity with TCP/IP tools and protocol commands to resolve technical issues.
• Excellent customer service and communication skills, with a professional demeanor in interactions with executive-level staff and management.
• Ability to operate effectively in a fast-paced environment and meet tight deadlines.
• Demonstrated proficiency in business and systems analysis to identify, understand, and resolve user issues.
• One (1) year minimum experience supporting:

o macOS

o Remote access tools (e.g., Cisco Any Connect)

o VPN and secure remote connectivity (RSA Secur

ID experience preferred)

• Three (3) years minimum experience in:

o IT Call Center environments

o Active Directory user and account administration

o Supporting Microsoft Windows 10 and Office 365 applications

o Supporting mobile operating systems (iOS, Android)

o Supporting Microsoft Office 365 Pro Plus, SharePoint, and Exchange Online

• Experience with Mobile Device Management (MDM) tools such as JAMF, Apple Business Manager (ABM), Workspace ONE, or Intune.
• Five (5) years minimum experience with Incident, Change, or Knowledge Management systems (i.e. BMC Helix (Remedy))
• Five (5) years of advanced-level experience with Windows, macOS, iOS, and Android operating systems.
• Five (5) years of Active Directory user and account administration.
• Five (5)…