Our client, an IT Services organization supporting commercial and federal clients, is seeking a Tier III Help Desk / Desktop Technician to support an existing commercial customer in Manassas, VA. The Tier III Help Desk / Desktop Technician will provide Help Desk Support at the tier III level and under the direction of the IT System Analyst and Manager. As a Help Desk / Desktop Technician III, you will be part of a team supporting approximately 800 end users both on-site and remotely. In this role, you will work alongside other customer staff who provide system administration, human resources services, accounting, customer relations, and program management support.

The initial contract is for 6-months with the potential to extend based on job performance and business need. The role is Hybrid and will require the technician to work 1-2 days onsite in Manassas, VA.

Responsibilities:
* Serve as the first and second point of contact over the phone, in person or email for assistance with telecom, desktop, software including enterprise cloud-based applications and facilities.
* Create, update, and close detailed help desk tickets related to desktop support, telecom and/or facilities requests. Follow-up on unresolved tickets to ensure timely and accurate resolution.
* Escalate to IT Systems Analyst and/or management difficult or complex tickets as needed.
* Follow up on un-resolved tickets timely, accurately and within customer procedures and protocols.

Required Skills

Skills/Education:
* Associates degree in Information Technology Computer Science or equivalent; Earned College Credit in a technology major from an accredited college or university
* Minimum 5 years--'--"- IT experience in a corporate environment
* Ability to work under deadline pressures, handle stress and deliver professional results.
* Long hours and weekends may be required to meet deliverables. Overtime is often required.
* Strong oral communication skills, organizational skills, and attention to detail required.
* Experience supporting other Tech/Non-Tech customers.
* Experience supporting and maintaining user account information including rights, security and systems groups.
* Experience with Microsoft Azure, Office 365 including Outlook, Word, Project, Teams, OneNote, and Excel.
* Proven user-centric Windows or IT help-desk experience supporting domain-joined Windows and MAC OS devices in an enterprise network environment (PC and Mac experience is preferred).
* Ability to troubleshoot, test, repair, and service technical equipment.
* Familiarity with any ticketing system.
* Familiarity with system maintenance and monitoring tools.
* Intermediate skills with Adobe Acrobat.
* Working knowledge of images and imaging desktops and laptops.
* Working knowledge of Active Directory, Bit Locker Encryption, Group policies, and networking.
* Experience performing to SLAs.
* Working knowledge of supporting and installing VPN for remote access.
* Experience with supporting mobile devices.
* Experience diagnosing and troubleshooting server and network issues.
* Some travel is required. Must have reliable transportation for offsite service requirements.
* Ability to successfully pass a random drug-screening.