Tier 3 IT Service Desk Lead

T-Rex Solutions•Washington, DC

20h•$90,000 - $120,000•Onsite

About The Position

T-Rex Solutions is hiring a Tier 3 IT Service Desk Lead to support the Department of Commerce Office of Solution and Service Delivery (OSSD), which provides IT support to the Department of Commerce OCIO, Office of the Secretary, and other bureau partners. The program provides service desk support across Tier 0 through Tier 3, including help desk operations, incident management, service request fulfillment, and escalation handling. Work is performed on-site at the Herbert Hoover Building in Washington, DC. Support hours are Monday through Friday, 7:00 a.m. to 6:00 p.m. for desk-side and walk-up help desk support, with additional support as needed for special events or emergencies. The lead provides expert-level troubleshooting, oversees complex incident and problem resolution, and ensures technical quality across support tiers. The role handles escalated technical issues using elevated administrative permissions, conducts deep technical analysis and root-cause investigations, and provides advanced administration across Microsoft 365, Azure, Active Directory, and ServiceNow. It also supports identity and account management, messaging and collaboration services, data governance and compliance activities, and service desk automation using PowerShell. T-Rex Solutions is a mid-tier federal government contractor established in 1999, providing IT and professional services in areas including cloud and infrastructure services, cybersecurity, and big data engineering. The company describes its work environment as diverse and collaborative and offers opportunities for professional growth. The annual base salary range is $90,000–$120,000.

Requirements

Active Top Secret clearance.
Extensive experience administering Microsoft 365 and Azure services, including tenant management, identity and access configuration, security controls, Exchange Online, Teams, SharePoint Online, and Azure AD/Entra ID.
Advanced Active Directory administration experience, including Group Policy management, OU design, account lifecycle operations, authentication troubleshooting, and integration with cloud identity services.
Proven experience using ITSM modules such as Incident, Problem, Change, Knowledge, and Request Fulfillment.
Practical knowledge of PowerShell, including automating administrative tasks, performing bulk operations, and supporting system integrations.
Demonstrated success resolving complex, multi-tier technical issues and serving as an escalation point for lower-tier support teams.
Experience coordinating with engineering, cybersecurity, and infrastructure teams to resolve high-impact incidents and drive root-cause analysis.
Strong background in enterprise IT operations, including monitoring, diagnostics, and adherence to ITIL-aligned processes.
Documented ability to develop and maintain technical procedures, knowledge articles, and troubleshooting guides.

Responsibilities

Provide expert-level troubleshooting and resolve complex, escalated IT issues using elevated administrative permissions.
Oversee complex incident and problem resolution and ensure technical quality across all support tiers.
Perform advanced account and identity management, deep-dive diagnostics, root-cause analysis, and long-term resolution of infrastructure problems.
Administer and troubleshoot Microsoft 365, Azure, and Active Directory environments; perform complex ServiceNow configuration and fulfillment activities; and use PowerShell to automate and resolve elevated technical issues.
Perform deep technical analysis across systems, networks, applications, and infrastructure.
Administer Microsoft 365, Active Directory, service and privileged accounts, access controls, PIV exemptions, and MFA updates; support employee onboarding, offboarding, and internal moves.
Resolve email and mailbox issues; support calendar and OneDrive access, licensing, shared-drive permissions, data recovery, and data purging in accordance with retention and compliance requirements.
Support data governance and compliance, including FOIA and eDiscovery searches, data retrieval, and access management under established policies.
Perform Tier 3 service desk operations and advanced ServiceNow ticket handling; use PowerShell scripting to improve efficiency and comply with LAN SOPs and security standards.
Coordinate with engineering, cybersecurity, and infrastructure teams to address high-impact incidents and conduct root-cause analysis.
Develop and maintain technical procedures, knowledge articles, and troubleshooting guides to support service desk continuous improvement.