Tier 3 Technician

Resolves hardware, software, or telecommunications problems that require extensive and detailed analysis to remedy; or problems that require authorization and/or action by IT management to resolve. Requires a high level of expertise of the associated applications and the supported business practices, business rules, business policies, legacy systems, and the transactional flow of data throughout the applications. Address project-based work to include the testing, packaging, and deployment of new hardware and/or software and often will require dedicated support for the duration of projects. Assist in systems integration and configuration management testing, baselining, and updating configurations, configuration analyses, recommended solutions, documentation, and implementation of desktop configuration solutions. Documents, tracks, resolves, and reports on incidents and requests using the ITSM. Has advanced technical skills and understanding of the technical environment, including applications, operating systems, machine configurations, and networked devices. Advanced experience troubleshooting and resolving core IT services. Escalates incident to the appropriate technical team when the incident cannot be resolved by Tier 3.

This position requires full-time on-site support.

Other duties may include but are not limited to:
• Work with the security operations team to provide security service support (ex., firewall, Microsoft Defender and endpoint management tools, web/email appliances, etc.).
• Scan and analyze infected desktops to identify malware
• Hardening network devices by applying security baseline configurations and assist in incident response activities
• Provide decryption/encryption support for current encryption software.
• Generate security policies and procedures as directed.
• Assist in evaluating new services, processes, and technologies
• Work with system and application owners to remediate reoccurring issues.
• Develop and provide end-user training and guidance.

Requirements & Qualifications:

·Requires a bachelor’s degree in an IT field and three years of IT experience or no degree and a minimum of nine years of relevant IT experience.

·Must have demonstrated knowledge of Microsoft technologies including Windows 10 & 11, O365, MS Teams, SharePoint, Azure/AWS, Active Directory,Intune, and ManageEngine Endpoint Manager.

·Must have scripting experience (VB scripting, PowerShell, batch, .NET).

·Must have experience developing custom application packages and deployment (SCCM/MDT).

·Experience performing Windows registry edit and optimization,runtime packaging, distribution and problem resolution support, and helpdesk runtime automation.

·Experience evaluating and assessing Windows hardening processes and Active Directory group policies.

·ITSM ticketing system experience required, Zendesk experience is preferred.

·Must be able to lift up to 50 pounds.

·Ability to effectively communicate verbally and electronically.

·Must have a positive and patient customer service attitude.

·Must be able to work independently and within a team in a fast-paced environment.

·Must obtain an agency public trust suitability determination prior to start date.

·Experience supporting a mid-sized Federal agency enterprise is a plus.

·ITIL v3 (or later) certification is desired.

·Relevant Microsoft certifications are strongly desired.