Tier 3 Service Desk Technician

About Us:

Totally Joined For Achieving Collaborative Techniques (TJFACT) is a minority owned CVE verified Service Disabled Veteran Owned Small Business (SDVOSB) performance driven professional services government contracting company that provides a broad spectrum of services and solutions to the U.S government agencies and organizations.

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.

Duties and 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

Required Knowledge and Technical Expertise:

Hardware Software and Systems

• 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

Networking

• Understanding of TCP/UDP ports protocols and network configurations
• Experience troubleshooting wired and wireless networks and VPN connectivity

Mobile Devices & Endpoint Management

• Ability to configure troubleshoot and support mobile devices and applications
• Knowledge of device synchronization connectivity and security practices

Virtualization & Cloud

• Familiarity with cloud computing concepts and client-side virtualization
• Understanding of endpoint integration with cloud-based services

Troubleshooting & Diagnostics

• Strong analytical skills and structured troubleshooting methodology
• Ability to diagnose and resolve complex technical issues across multiple domains

Security

• Knowledge of endpoint security malware prevention and remediation techniques
• Understanding of security best practices vulnerabilities and risk mitigation

Operational Practices

• 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

Required Skills and Experience:

• 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

Preferred Skills and Experience:

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

Benefits:

• Medical Vision and Dental Insurance
• 401-K plus match
• Paid Vacation Days
• Paid Holidays
• Short Term and Long-Term Disability
• Voluntary Term Life

TJFACT is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran. We reserve the right to modify or revise the job descriptions in part or in its entirety. Reasonable accommodations will be made in accordance with governing law.

Required Experience:

IC