Tier III Help Desk Support (Jr. Sys Admin)

RE/SPEC Inc.•Albuquerque, NM

61d•Onsite

About The Position

As a Junior System Administrator (Tier II/Tier III), with our Federal partner you will provide advanced end-user and workstation/server support for complex issues that exceed Tier I scope. You will troubleshoot across Windows, macOS, and Linux, support specialized lab applications, administer accounts and policies in Active Directory and related systems, and ensure timely ticket resolution and exceptional customer service. You will collaborate closely with security, networking, and engineering teams to uphold stringent security and operational requirements.

Requirements

2–4 years of IT support experience, including Tier I help desk; demonstrated Tier II responsibilities and readiness to handle some Tier III tasks.
Working knowledge of Windows 10/11 and Windows Server basics; familiarity with macOS and Linux/Unix administration.
Experience with: Active Directory/Azure AD (user/group administration, basic GPO management) Endpoint management tools (e.g., SCCM/MECM, Intune, JAMF, or similar) ITSM ticketing systems (e.g., ServiceNow) and SLA-driven support Network fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi troubleshooting)
Strong troubleshooting and root-cause analysis across OS, hardware, apps, and connectivity.
Excellent customer service, written documentation, and verbal communication skills.
Ability to work onsite full time in a secure environment and follow strict procedures.
Must be a U.S. Citizen and able to obtain/maintain a DOE Q or L clearance.

Nice To Haves

Experience supporting users in national lab, federal, DoD/DOE, or other high-security settings.
Exposure to virtualization and containerization technologies (VMware; Docker/Kubernetes concepts).
Scripting/automation fundamentals (PowerShell, Bash, or Python) for routine admin tasks.

Responsibilities

Resolve complex incidents and requests escalated from Tier I, spanning OS, application, hardware, and network/connectivity issues.
Deliver technical support via in-person deskside, phone, chat, and email, meeting or exceeding SLAs.
Administer and manage user accounts, groups, GPOs, and security settings in Active Directory/Azure AD and related identity systems.
Support endpoint and workstation lifecycle: imaging, deployment, configuration, patching, and vulnerability remediation.
Install, configure, and troubleshoot computer and operational technology hardware, peripherals, and lab-specific devices; coordinate warranty/field service as needed, including BIOS configuration, basic operational issues (motherboard, devices)
Maintain and support custom and COTS applications, including license management and version upgrades in coordination with app owners.
Use enterprise ITSM (e.g., ServiceNow) to triage, document, escalate, and close tickets with complete, clear technical notes and user-facing summaries.
Contribute to continuous improvement: author and update SOPs, knowledge base articles, and standard work; suggest process and tooling enhancements.
Assist with virtualization and containerized environments (e.g., VMware; basic familiarity with Docker/Kubernetes helpful).
Partner with cybersecurity to implement and validate security baselines, apply patches, remediate vulnerabilities, and support incident response activities.
Participate in testing/pilots for new technologies and enterprise deployments; provide feedback and rollout assistance.
Support inventory and asset management, property accountability, and equipment tracking.
Provide occasional after-hours support for priority incidents, change windows, or security patching, as scheduled.