AV · 3 days ago
Service Desk Technician III
Germantown, MD
Full-time
Onsite
Senior Level
$31/hr - $44/hr
5+ years expAeroVironment (AV) is a global leader in unmanned aircraft systems and tactical missile systems. The Service Desk Technician III is responsible for resolving complex technical issues, mentoring junior staff, and leading process improvements to ensure efficient end-user computing environments.
AerospaceAir TransportationDronesElectric VehicleElectronicsEnergyGovernmentManufacturing
No H1B
U.S. Citizen Only
Responsibilities
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
Qualification
Required
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/BitLocker, 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., ServiceNow, Ivanti, Remedy)
Familiarity with scripting languages such as PowerShell, Python, or Bash for automation
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 in drafting technical documentation, knowledge base content, and incident reports
Proven ability to lead by example and guide junior technicians through complex troubleshooting processes
Experience in fostering collaboration across geographically distributed teams
Demonstrated commitment to providing an exceptional user experience through active listening, empathy, and clear communication
Capable of handling difficult interactions professionally and constructively
Strong organizational skills with the ability to manage multiple high-priority projects simultaneously
Experience participating in CAB meetings and understanding of ITIL-aligned change management practices
Active Listening & Empathy: Ensuring users feel heard and understood throughout the support process
Clear Communication: Translating technical concepts into user-friendly language
Time Management: Prioritizing incidents and requests efficiently while meeting SLAs
Adaptability: Remaining flexible amid changing priorities, systems, and environments
Positive Attitude: Promoting a culture of collaboration, respect, and accountability within the team
Preferred
ITIL Intermediate or Managing Professional certification
Microsoft Certified: Modern Desktop Administrator Associate or equivalent
CompTIA Network+, Security+, or equivalent advanced certifications
Experience with ISO 27001 or SOC 2 environments
Demonstrated experience resolving complex enterprise-level incidents and contributing to IT process improvement initiatives
Consistency, Responsiveness, Accountability, Urgency
Integrity, accountability, and a continuous improvement mindset
Ability to perform under pressure while maintaining professionalism
Commitment to teamwork, inclusion, and user satisfaction
Benefits
Medical
Dental vision
401K with company matching
A 9/80 work schedule
A paid holiday shutdown
Company
At AV, we build shoulder-to-shoulder with our customers, delivering systems shaped by real-world missions, not theoretical requirements.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$1.68B2025-07-01Post Ipo Equity· $875M
2025-07-01Post Ipo Debt· $650M
2023-09-19Post Ipo Equity· $109.01M
Leadership Team
Wahid Nawabi
Chairman, President & CEO
Johnathan Jones
Senior Vice President
Recent News
2026-01-08
The Motley Fool
2026-01-08
Company data provided by crunchbase