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Service Desk Technician III
Job in
Germantown, Montgomery County, Maryland, 20875, USA
Listed on 2026-01-12
Listing for:
AeroVironment
Full Time
position Listed on 2026-01-12
Job specializations:
-
IT/Tech
IT Support, Systems Administrator
Job Description & How to Apply Below
Summary
The Service Desk Technician III is a member of the IT Service Desk team and serves as the highest technical escalation point for end-user support. This role is responsible for resolving highly complex issues across multiple systems, mentoring junior staff, leading process improvement initiatives, and ensuring the overall stability and efficiency of end-user computing environments. The Service Desk Technician III collaborates closely with engineering teams, enterprise architects, and IT leadership to enhance system reliability, user experience, and support effectiveness.
PositionResponsibilities
Critical Incident Resolution
- Act as the final point of escalation for complex incidents escalated from Level 1 and Level 2 support.
- Perform in-depth technical troubleshooting and root cause analysis on multifaceted issues affecting enterprise systems, applications, and endpoints.
- Coordinate with network, systems, and security teams to resolve enterprise-impacting issues and restore services quickly.
- Participate in major incident response bridges, providing subject matter expertise to minimize downtime.
Proactive Issue Management and Process Improvement
- Conduct trend and root cause analyses to identify recurring incidents and recommend long-term preventive measures.
- Lead continuous improvement efforts in ITSM processes (Incident, Problem, Change, and Knowledge Management).
- Develop and maintain technical documentation, knowledge base articles, and standard operating procedures (SOPs).
- Drive automation and scripting initiatives to reduce repetitive work and improve resolution times.
Collaboration and Cross-Functional Leadership
- Serve as the primary liaison between the Service Desk and engineering, infrastructure, and application teams.
- Partner with vendors to resolve escalated hardware and software issues and ensure adherence to service-level expectations.
- Represent the IT Service Desk during Change Advisory Board (CAB) meetings, advocating for user experience and operational readiness.
- Provide project support for new technology rollouts, enterprise migrations, and major software deployments (as required).
Mentorship and Knowledge Sharing
- Coach and mentor Level 1 and Level 2 technicians, sharing technical expertise and troubleshooting best practices.
- Support training initiatives, ensuring that junior staff develop skills necessary for future advancement.
- Assist in onboarding new Service Desk personnel, including process familiarization and knowledge transfer.
Audit, Reporting, and Compliance
- Lead the gathering of records and supporting materials for internal and external IT audits.
- Ensure compliance with corporate IT and security policies, maintaining documentation accuracy and process adherence.
- Produce detailed post-incident reports and metrics dashboards to inform leadership decision-making.
- Bachelor’s degree in Information Technology, Computer Science, or equivalent experience.
- Minimum 5–7 years of experience in IT support, with at least 2 years in a senior technician, engineer, or escalation role.
- ITIL Foundation Certification (minimum).
- CompTIA A+ Certification - Core 1 and Core 2
- Advanced Technical Expertise.
- Deep understanding of Windows, macOS, mobile device operating systems, and working knowledge of Ubuntu/Linux workstations.
- Strong knowledge of Active Directory, Azure AD, Exchange Online, O365 administration, Intune, device management platforms (Workspace ONE JAMF), Apple Business Manager, Winmagic/Bit Locker, DUO and Okta MFA.
- Proficiency in network diagnostics (DNS, DHCP, VPN, TCP/IP), virtualization technologies, and remote management tools.
- Experience with enterprise ITSM tools (e.g., Service Now, Ivanti, Remedy).
- Familiarity with scripting languages such as Power Shell, Python, or Bash for automation.
- Analytical and Problem-Solving
Skills:
Strong ability to perform complex root cause analysis and develop sustainable solutions under pressure. - Success in reducing incident recurrence through data-driven process improvements.
- Excellent verbal and written communication skills to convey technical information clearly to both technical and non-technical audiences.
- Skilled…
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