Help Desk Specialist Tier 3

Join our dynamic IT support team as a Help Desk Specialist Tier 3, where you’ll serve as the highest level of technical support for complex issues across our organization. You will leverage your extensive knowledge of computer systems, networks, and hardware to resolve escalated technical problems swiftly and efficiently. Your expertise will ensure seamless operation of IT infrastructure, enhance user experience, and uphold our commitment to exceptional customer service. This role offers an exciting opportunity to work with cutting-edge technology and contribute to the stability and security of our digital environment., * Provide advanced troubleshooting support for hardware, software, network, and operating systems issues across Windows, macOS, Linux, and mobile devices.

• Manage and resolve complex technical support tickets using help desk systems, ensuring timely updates and clear communication with users.
• Support Active Directory management, including user account creation, permissions adjustments, and account troubleshooting.
• Diagnose and resolve network connectivity problems related to LAN (Local Area Network), TCP/IP protocols, DNS (Domain Name System), VPNs (Virtual Private Networks), firewalls, and network administration.
• Assist with computer management tasks such as hardware upgrades, equipment troubleshooting, operating system installations, and software deployment.
• Collaborate with IT infrastructure teams to analyze system logs and identify root causes of recurring issues; implement preventative measures.
• Maintain detailed documentation of technical solutions, procedures, and system configurations to ensure knowledge sharing across the team.
• Communicate effectively with end-users by translating technical language into clear instructions; deliver exceptional customer support that fosters trust and satisfaction.

• Proven experience in a help desk or IT support role supporting Windows (including Windows Server environments), Linux operating systems.
• Demonstrated expertise in computer networking concepts such as LAN/WAN setup, TCP/IP protocols, DNS management, VPN configuration, firewall troubleshooting, and network security best practices.
• Strong knowledge of Active Directory management-including user provisioning and GPO configuration-and familiarity with Microsoft Office applications.
• Hands-on experience with help desk ticketing systems, remote support tools, hardware troubleshooting (desktops, laptops, peripherals), and software diagnostics.
• Excellent analysis skills combined with a proactive approach to problem-solving; ability to diagnose complex issues efficiently.
• Effective communication skills with a customer-focused attitude; capable of explaining technical concepts clearly to non-technical users.
• Certifications such as CompTIA A+, Network+, Microsoft Certified: Windows Server Fundamentals or equivalent are preferred but not mandatory.

Join us as a Help Desk Specialist Tier 3 if you’re passionate about solving challenging technical problems while delivering outstanding customer service! Your expertise will be vital in maintaining our robust IT environment and supporting our organizational success through innovative technology solutions.

PRE-EMPLOYMENT SCREENING & SECURITY NOTICES

Drug testing and background investigation. Reviews, and tests for the absence of any illegal drug as defined in 10 CFR 707.4, will be conducted by the employer and a background investigation by the Federal government may be required to obtain an access authorization prior to employment, and subsequent reinvestigations may be required.

Counterintelligence evaluation. This position is covered by the Counterintelligence Evaluation Program regulations at 10 CFR part 709, and all of 10 CFR part 709 applies. Successful completion of a counterintelligence evaluation may include a counterintelligence-scope polygraph examination., * How many years of hands-on Active Directory administration experience do you have?

• Which Active Directory tasks have you performed?
• Do you have experience providing in-person deskside support to end users (hardware, software, peripherals, and account issues)?
• Which remote support tools have you used to connect to and troubleshoot user systems?
• How many years of IT help desk or service desk experience do you have?
• How many years have you provided Tier 3 or senior escalation-level support?
• Which of these Microsoft technologies have you supported? (Select all that apply)

Multiple choice: Active Directory, Windows Server, Windows 10/11, Microsoft 365/Exchange, Group Policy, SCCM/Intune

• Which ticketing systems have you used?

Experience:

• Desktop administration: 4 years (Required)

Security clearance:

• Top Secret (Required)

As a federal contractor, we comply with Section 503 of the Rehabilitation Act and VEVRAA. No disability-related inquiries will be made prior to a conditional offer of employment, except as permitted by applicable law.

Employee Rights Under the National Labor Relations Act (NLRA). As a federal contractor, the Company complies with Executive Order 13496 and informs employees of their rights under the National Labor Relations Act. Information regarding these rights is available at the workplace and from the National Labor Relations Board.

Pay: $45.40 - $51.82 per hour

Expected hours: 40.0 per week, * 401(k) matching

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance