Tier 3 Support Personnel

BTI•Washington, DC

About The Position

Business Technology Integrators (BTI) is a Service-Disabled Veteran-Owned Small Business (SDVOSB) with more than 25 years of experience delivering innovative and reliable IT and engineering solutions to the Federal Government. BTI supports mission-critical programs across defense and civilian agencies, with core expertise in cybersecurity, program management, enterprise IT, and technical oversight services. The Tier 3 Support Personnel will provide advanced technical, end-user, and business-functional support for the EEOC. This position is responsible for resolving complex incidents that cannot be addressed through Tier 1 or Tier 2 desktop support. The successful candidate will perform advanced troubleshooting, root-cause analysis, application support, operating-system support, and technical consultation across the EEOC’s enterprise environment. The Tier 3 Support Personnel must possess advanced knowledge of supported applications, business processes, business rules, organizational policies, legacy systems, and end-to-end data flows. The position will also support Microsoft Office 365 applications, mobile-device management, workstation operating systems, and the EEOC’s migration to Microsoft Windows 11.

Requirements

Demonstrated experience providing advanced Tier 3 technical, application, desktop, or enterprise support.
Experience resolving incidents that require advanced troubleshooting, technical analysis, and root-cause analysis.
Advanced knowledge of enterprise applications, business processes, business rules, legacy systems, and end-to-end system and data flows.
Experience supporting Microsoft Office 365, including SharePoint, OneDrive, Microsoft Teams, and PowerApps.
Experience supporting Microsoft Windows workstation operating systems, particularly Windows 11.
Experience testing, troubleshooting, and documenting operating-system migrations or enterprise workstation upgrades.
Knowledge of application compatibility testing and remediation within a Windows 11 environment.
Familiarity with USGCB requirements and federal workstation-configuration guidelines.
Experience supporting mobile-device management solutions and enterprise-managed devices.
Ability to document complex technical issues, troubleshooting steps, root causes, and final resolutions clearly and accurately.
Strong analytical, problem-solving, customer-service, and communication skills.
Ability to communicate technical information effectively to both technical personnel and nontechnical end users.
Ability to work collaboratively across service-desk, infrastructure, application, cybersecurity, and business-functional teams.

Nice To Haves

Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related technical discipline. Equivalent relevant professional experience may be considered.
Relevant Microsoft certification involving Microsoft 365, Windows client support, endpoint administration, or Power Platform technologies.
ITIL Foundation, CompTIA Security+, or another relevant information-technology support certification.
Previous experience supporting a federal agency or other government enterprise environment.
Experience working within structured incident, problem, change, and configuration-management processes.

Responsibilities

Provide Tier 3 end-user and business-functional support for incidents that cannot be resolved through Tier 1 or Tier 2 support.
Investigate and resolve complex technical and application-related problems requiring advanced troubleshooting, detailed analysis, and root-cause identification.
Analyze incidents involving supported applications, business processes, business rules, organizational policies, legacy systems, and end-to-end data flows.
Serve as a senior technical escalation resource for service-desk personnel and other IT support teams.
Troubleshoot issues involving Microsoft Office 365 applications and services, including: Microsoft SharePoint, Microsoft OneDrive, Microsoft Teams, Microsoft PowerApps.
Provide technical support for workstation operating systems, enterprise applications, and mobile-device management environments.
Support the EEOC’s migration to Microsoft Windows 11 by performing application testing, compatibility analysis, troubleshooting, documentation, and technical consultation.
Verify that EEOC applications operate successfully within the Windows 11 environment and comply with applicable United States Government Configuration Baseline (USGCB) guidelines.
Identify application compatibility issues and work with appropriate technical teams to develop, test, and implement solutions.
Document troubleshooting procedures, technical findings, root causes, resolutions, workarounds, and recommended corrective actions.
Maintain accurate incident and problem-management records in accordance with established EEOC procedures.
Develop and update technical documentation, standard operating procedures, knowledge-base articles, and support instructions.
Collaborate with Tier 1 and Tier 2 support teams, system administrators, application owners, developers, business stakeholders, and other technical personnel to resolve escalated incidents.
Recognize recurring problems, identify trends, and recommend long-term solutions that improve system stability and the end-user experience.
Ensure technical support activities comply with EEOC policies, security requirements, configuration standards, and federal information-technology guidelines.