Help Desk Technician III

Help Desk Technician III (Executive Support) delivers advanced, high-touch IT help for executive leadership and VIP customers, supporting uninterrupted access to technology and services at the Department of Education.

Responsibilities

• Provide advanced technical support for Executive Leadership, Senior Executive Service (SES) personnel, political appointees, and VIP customers across the Department of Education.
• Partner with Service Desk, Engineering, Cybersecurity, Network Operations, Telecommunications, and Field Support teams to resolve complex technical issues and restore service quickly.
• Improve operational reliability by proactively spotting technology risks, coordinating escalations, managing major incidents impacting executive customers, and communicating status updates during resolution.
• Support enterprise systems and tools used by executive customers, including Microsoft Windows 11, Microsoft 365, Azure Active Directory, Microsoft Teams, Intune, ServiceNow, Active Directory, VPN solutions, mobile device management platforms, and remote support tools.

Requirements

• Associate's Degree in Information Technology, Computer Science, or related field; equivalent experience may be considered.
• 3+ years of IT support experience, including direct support of executive or VIP customers.
• Windows 10/11 Administration.
• Microsoft 365 Applications and Services.
• Active Directory and Azure Active Directory.
• Microsoft Teams and collaboration technologies.
• Mobile device support for iOS and Android.
• ServiceNow ticket management.
• Remote support and troubleshooting tools.
• Hardware and peripheral troubleshooting.
• Network connectivity and VPN support.
• Ability to obtain and maintain a Public Trust clearance.
• U.S. Citizenship Required.
• Excellent verbal and written communication skills.
• Proven ability to support senior government executives and VIP customers in high-visibility environments.
• Strong troubleshooting, problem-solving, and customer service skills.
• Ability to work independently and manage multiple priorities at the same time.
• Ability to provide onsite support at Department of Education facilities.
• Occasional after-hours and on-call support may be required to support executive operations.

Technologies

• Microsoft Windows 11
• Microsoft 365
• Azure Active Directory
• Microsoft Teams
• Intune
• ServiceNow
• Active Directory
• VPN solutions
• Mobile device management platforms
• Remote support tools
• Windows 10/11 Administration
• Mobile Device Support (iOS and Android)
• ServiceNow Ticket Management
• Network Connectivity and VPN Support

Benefits

• 401(k) with company match
• Competitive pay
• Paid time off
• Comprehensive benefits and wellness packages

Key Skills for Success

• Information Technology (IT)
• Microsoft Windows
• Mobile Support
• Onsite Support

Work Requirements

• Onsite location: Washington, District of Columbia
• Years of Experience: 3+ years of related experience
• May vary based on technical training, certification(s), or degree
• Travel required: None
• Citizenship: U.S. Citizenship Required

Compensation

• Hourly rate range: $28.90 - $39.10 (USD)
• Salary listed as USD 28 - 39 per hourly
• Likely hourly rate: $28.90 - $39.10

Identity Verification Process

• Complete an identity verification process that uses advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud.
• Be on camera during virtual interviews.
• Company reserves the right to take your picture to verify your identity and prevent fraud.
• You authorize the collection, processing, and use of biometric data for identity verification and security purposes.