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.
Cert Required:
IAT Level II cert requiredCompTIA Security+ CE
Education/Experience:
HS or GED - 20 Years Bachelors - 15 Years TS/SCI w/ FS poly required.Position requires a TS/SCI.
