Helpdesk Technician - Tier III

Celestial Innovations Group•Washington, DC

2d•Hybrid

About The Position

The Tier III Systems Administrator provides expert-level technical support, system administration, and problem resolution for enterprise IT environments supporting government missions. This role handles high-complexity issues, system maintenance, and infrastructure-level support.

Requirements

Must possess an industry-recognized certification such as CompTIA A+, MCSE, or equivalent.
Minimum 5 years of experience administering Windows 10/11 in enterprise environments.
Minimum 5 years of experience with SCCM (intermediate level or above) for managing servers, deploying patches, and maintaining workstation environments.
Minimum 5 years of experience developing, testing, and deploying workstation images for government or private-sector organizations.
Expert-level experience with Microsoft Windows 10/11, Office 365 (Email, Teams, OneDrive), and Exchange/Outlook support.
Expert-level experience creating, maintaining, and updating PowerShell scripts for automation and administrative tasks.
Experience troubleshooting and maintaining print servers, enterprise printing systems, and printer configurations.
Ability to diagnose and resolve complex Tier III issues including patch management, security vulnerabilities, and multi-system failures.
Ability to provide clients with security vulnerability remediation guidance, tracking, and reporting, including collaboration with other IT teams.
Experience maintaining and managing service accounts, system utilities, and server-based software components.
Experience conducting ad-hoc vulnerability scans and executing remediation activities across workstations.
Strong understanding of Active Directory, GPO management, security hardening, and enterprise infrastructure services.
Ability to obtain and maintain required government clearance.

Responsibilities

Serve as the Tier III escalation point for issues elevated from Tier II Help Desk personnel.
Provide Tier III technical support to PC technicians, including troubleshooting, repairing, installing, and configuring printers, scanners, cameras, and all workstation-related hardware.
Maintain and administer enterprise print servers, including configuration changes required during printer refreshes or infrastructure updates.
Remotely deploy monthly system patches and security vulnerability updates to workstations using government-provided tools, including Microsoft SCCM and Windows SUS Services.
Provide intermediate to advanced troubleshooting support across Microsoft Office products, Active Directory, Exchange, patch management tools, and workstation environments.
Develop, maintain, test, and update approved workstation images for all authorized USCP workstation configurations across the enterprise, ensuring monthly updates and compliance.
Administer Windows Server environments, Active Directory, DNS, DHCP, and Group Policies, ensuring stability, security, and performance.
Support configuration, monitoring, and optimization of infrastructure components across servers, workstations, and enterprise systems.
Conduct vulnerability remediation efforts, including scanning, analysis, remediation tracking, and reporting in coordination with cybersecurity teams.
Manage and maintain service accounts, system utilities, and administrative tools for servers and workstation environments.
Develop, update, and maintain PowerShell scripts for automation, configuration management, and administrative tasks.
Troubleshoot escalated multi-system issues and perform root-cause analysis, recommending long-term solutions to prevent recurrence.
Maintain documentation, configuration baselines, deployment procedures, and operational processes.
Coordinate the development, testing, and on-schedule releases of customized images in collaboration with contractors and technical teams.
Implement system improvements, migrations, and upgrades while ensuring alignment with federal security requirements, STIGs, and configuration standards.
Work closely with cybersecurity, engineering, and program teams to support mission-critical systems and enterprise operations.