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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Tier 3 Support Personnel - **Company:** BT INCORPORATED - **Location:** Washington, DC, United States - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Application Testing, Configuration Management, CompTIA Security+, Information Systems, Microsoft Office, Microsoft SharePoint, Data Streaming, Enterprise Software Applications, Office365, Microsoft Onedrive, Information Technology, 3-tier Architectures, Powerapps, Legacy Systems, Windows Client - **Published:** October 22, 2026 - **Apply:** https://www.thejobnetwork.com/job/0a1fdb13-728c-4ec4-9201-bc1fb0895c84/help-desk-tier-support-personnel ## About the Role * Demonstrated experience providing advanced Tier 3 technical, application, desktop, or enterprise support. * Experience resolving incidents that require advanced troubleshooting, technical analysis, and root-cause analysis. * Advanced knowledge of enterprise applications, business processes, business rules, legacy systems, and end-to-end system and data flows. * Experience supporting Microsoft Office 365, including SharePoint, OneDrive, Microsoft Teams, and PowerApps. * Experience supporting Microsoft Windows workstation operating systems, particularly Windows 11. * Experience testing, troubleshooting, and documenting operating-system migrations or enterprise workstation upgrades. * Knowledge of application compatibility testing and remediation within a Windows 11 environment. * Familiarity with USGCB requirements and federal workstation-configuration guidelines. * Experience supporting mobile-device management solutions and enterprise-managed devices. * Ability to document complex technical issues, troubleshooting steps, root causes, and final resolutions clearly and accurately. * Strong analytical, problem-solving, customer-service, and communication skills. * Ability to communicate technical information effectively to both technical personnel and nontechnical end users. * Ability to work collaboratively across service-desk, infrastructure, application, cybersecurity, and business-functional teams. Preferred Qualifications: * Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related technical discipline. Equivalent relevant professional experience may be considered. * Relevant Microsoft certification involving Microsoft 365, Windows client support, endpoint administration, or Power Platform technologies. * ITIL Foundation, CompTIA Security+, or another relevant information-technology support certification. * Previous experience supporting a federal agency or other government enterprise environment. * Experience working within structured incident, problem, change, and configuration-management processes. ## Description The Tier 3 Support Personnel will provide advanced technical, end-user, and business-functional support for the EEOC. This position is responsible for resolving complex incidents that cannot be addressed through Tier 1 or Tier 2 desktop support. The successful candidate will perform advanced troubleshooting, root-cause analysis, application support, operating-system support, and technical consultation across the EEOC's enterprise environment. The Tier 3 Support Personnel must possess advanced knowledge of supported applications, business processes, business rules, organizational policies, legacy systems, and end-to-end data flows. The position will also support Microsoft Office 365 applications, mobile-device management, workstation operating systems, and the EEOC's migration to Microsoft Windows 11. Resposibilities: * Provide Tier 3 end-user and business-functional support for incidents that cannot be resolved through Tier 1 or Tier 2 support. * Investigate and resolve complex technical and application-related problems requiring advanced troubleshooting, detailed analysis, and root-cause identification. * Analyze incidents involving supported applications, business processes, business rules, organizational policies, legacy systems, and end-to-end data flows. * Serve as a senior technical escalation resource for service-desk personnel and other IT support teams. * Troubleshoot issues involving Microsoft Office 365 applications and services, including: + Microsoft SharePoint + Microsoft OneDrive + Microsoft Teams + Microsoft PowerApps * Provide technical support for workstation operating systems, enterprise applications, and mobile-device management environments. * Support the EEOC's migration to Microsoft Windows 11 by performing application testing, compatibility analysis, troubleshooting, documentation, and technical consultation. * Verify that EEOC applications operate successfully within the Windows 11 environment and comply with applicable United States Government Configuration Baseline (USGCB) guidelines. * Identify application compatibility issues and work with appropriate technical teams to develop, test, and implement solutions. * Document troubleshooting procedures, technical findings, root causes, resolutions, workarounds, and recommended corrective actions. * Maintain accurate incident and problem-management records in accordance with established EEOC procedures. * Develop and update technical documentation, standard operating procedures, knowledge-base articles, and support instructions. * Collaborate with Tier 1 and Tier 2 support teams, system administrators, application owners, developers, business stakeholders, and other technical personnel to resolve escalated incidents. * Recognize recurring problems, identify trends, and recommend long-term solutions that improve system stability and the end-user experience. * Ensure technical support activities comply with EEOC policies, security requirements, configuration standards, and federal information-technology guidelines.