Position Description

​​​​​​​Advanced Technical Support:

• Provide third-level support for Windows desktop issues escalated from Tier 1 and Tier 2 support teams.

• Diagnose and resolve complex hardware and software problems.

• Perform root cause analysis for recurring issues and implement permanent fixes.

System Maintenance and Optimization:

• Ensure the stability, security, and performance of Windows desktop systems.

• Apply patches, updates, and configuration changes to maintain compliance and security standards.

Incident and Problem Management:

• Manage and resolve high-priority incidents and problems within SLAs.

• Document resolutions and create knowledge base articles to improve future support processes.

• Conduct post-incident reviews to identify improvements.

Collaboration and Project Support:

• Work with cross-functional IT teams on projects, providing expertise on Windows desktop environments.

• Assist in the design and implementation of new technologies and solutions.

• Participate in planning and execution of system upgrades and migrations.

User Support and Training:

• Provide guidance and training to Tier 1 and Tier 2 support staff.

• Assist end-users with complex technical issues and provide advanced troubleshooting.

Documentation and Reporting:

• Maintain accurate and up-to-date documentation of system configurations, procedures, and support issues.

• Generate reports on system performance, incident resolution, and other metrics as required.

• This role may require occasional evening or weekend work to perform maintenance or resolve critical issues. On-call support may be required.

Mandatory Skills:

• Advanced troubleshooting skills and ability to diagnose complex issues.

• Excellent communication and interpersonal skills

• Experience with endpoint security solutions.

• Experience with scripting and automation (e.g., PowerShell).

• Experience with system imaging, deployment, and management tools (SCCM, MDT).

• Familiarity with cloud services and integration (e.g., Microsoft Azure).

• Knowledge of ITIL framework and best practices.

• Proficiency with Active Directory, Group Policy, and network configurations.

• Strong documentation and organizational skills.

• Strong understanding of hardware components, peripheral devices, and drivers.

• Windows operating systems (Windows 10, Windows 11) and related technologies.

Certification:

IAT Level II cert required

CompTIA Security+ CE

Experience:

HS or GED + 19  Years experience

Bachelors + 14 Years experience

Clearance Required:

TS/SCI FS poly

Position requires a TS/SCI.

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