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IT Support Technician - 3

Olympus Solutions, Inc. is seeking a Full-Time, highly motivated IT Support Technician - 3 with strong analytical and problem-solving abilities to join our fast-growing team to support the SEC Infrastructure Support Services 2 (ISS2) program. In this role, you will provide expert-level deskside and remote technical support for SEC end users in enterprise environments, serving as an escalation point for junior and mid-level technicians, resolving complex hardware, software, and network issues while mentoring staff and driving process improvements.

This is an onsite position located in Washington, DC.

Duties and Responsibilities

Expert-Level Technical Support

• Provide expert-level technical support for end users, resolving complex hardware, software, and network issues.
• Serve as an escalation point for junior and mid-level technicians, offering guidance and mentoring.
• Perform advanced workstation imaging, deployment, and configuration of enterprise software and security tools.
• Diagnose and resolve complex issues across Windows, macOS, networking, peripherals, and enterprise applications.

Escalation Management and Mentoring

• Mentor and train junior technicians on troubleshooting methodologies, documentation standards, and SEC procedures.
• Provide technical leadership during high-priority incidents and VIP support situations.
• Analyze recurring issues, recommend process improvements, and assist in developing technical documentation.
• Lead knowledge transfer sessions and contribute to the service desk knowledge base.

SLA Compliance and Reporting

• Ensure SLA compliance by monitoring ticket queues, updating records, and reporting performance metrics to management.
• Maintain detailed documentation of troubleshooting steps, resolutions, and workarounds in ServiceNow.
• Track and report on incident trends, recurring problems, and service improvement opportunities.
• Support asset lifecycle activities, including hardware refresh, device swaps, and inventory management.

Required Qualifications

• Minimum 5-7 years of IT support experience in enterprise environments.
• Advanced knowledge of Windows and macOS operating systems, hardware diagnostics, and enterprise applications.
• Familiarity with ITIL processes, ticketing systems (e.g., ServiceNow), and remote support tools.
• U.S. Citizenship is required; dual citizenship is not permitted.
• Must be able to obtain and maintain a Public Trust suitability determination.

Desired Qualifications

• Experience providing VIP and executive support.
• Experience developing technical documentation and knowledge base articles.
• Relevant industry certifications (e.g., CompTIA A+, Microsoft, or ITIL).

Company and Benefits

Olympus Solutions offers a competitive benefits package designed to give employees personal, professional, and financial flexibility. Benefits include:

1. Medical, Dental, and Vision Benefits - Olympus Solutions offers comprehensive medical, dental, and vision benefits for employees and their families.
2. Work Life Balance - Olympus Solutions supports life outside of work through a paid time off plan and a culture that values balance, accountability, and personal well being.
3. Career Development - Olympus Solutions supports employee growth through career building opportunities, professional development, training, and certification support.
4. Financial Security - Olympus Solutions offers a 401(k) plan with a discretionary company match and no waiting period before enrollment.
5. Referral Bonuses - Employees may be eligible for referral bonuses for qualified new hire referrals and business development opportunities.

About Olympus Solutions, Inc.

Olympus Solutions, Inc. is a Security Systems Engineering (SSE) company specializing in the design, development, implementation, and operation and maintenance (O&M) of identity systems for enterprise customers, large and small. As a Service-Disabled Veteran-Owned Small Business (SDVOSB) headquartered in Daytona Beach, FL, with an office in Norfolk, VA, Olympus Solutions serves customers across the Federal, Defense, Commercial, and SLED markets. Olympus Solutions is a four-time consecutive recipient of the SBA Gold HIRE Vets Medallion Award (2022-2025).

Our core service areas include:

• Consulting and Technical Advisement - Olympus Solutions provides strategic guidance and technical advisement to help customers improve security, compliance, and operational efficiency across their identity and security environments.
• System Security Engineering (SSE) - Olympus Solutions delivers system security engineering expertise across the full lifecycle of enterprise identity and security systems.
• Design and Implementation - Olympus Solutions designs and implements identity and security solutions, including ICAM, PKI, PAM, and Zero Trust architectures.
• System Upgrades and Legacy Integration - Olympus Solutions modernizes and integrates existing systems, bridging legacy environments with current technologies.
• Operations, Maintenance, and Sustainment - Olympus Solutions provides ongoing operations, maintenance, and sustainment to keep mission-critical identity and security systems running reliably.

Olympus Solutions engineers across leading identity and security platforms, including SailPoint, CyberArk, BeyondTrust, Okta, Oracle IAM, Entra ID, Ping Federate, Radiant Logic, KeyFactor, and AppViewX, and is powered by a team of experienced professionals committed to delivering mission outcomes for every customer.