Tier III Help Desk Support (System Administrator)

Makpar • Washington, MN

74d

About The Position

Makpar has an exciting opportunity for a Tier III Help Desk Support (System Administrator) to join our growing team. The Tier I Help Desk Support technician will provide support for an Agency (Police 'Department') of approximately 3,200 users. The Tier I Help Desk Support technician provides engineering and administrative support for the assigned areas, such as Active Directory, ADFS, Windows Server OS and Hardware, SCCM, SCOM, Microsoft Office 365, Azure, etc. Tier III support focuses on advanced technical support, including resolving complex issues escalating from lower tiers, developing and automating desktop solutions, and mentoring junior staff.

Requirements

• Bachelor's degree in computer science, information technology, or a related field.
• Experience (6+ years) in enterprise systems support.
• Must possess an industry specific certification such as CompTIA A+ certification, Microsoft Certified Solutions Expert (MCSE), or equivalent.
• Must have experience working in, and knowledge of customer service and customer support principles and methods.
• Must be able to present formal and informal training and assistance to customers.
• Must be able to report, respond to, and resolve customer requests.
• Must have experience working with Microsoft Windows (Windows 10 and Windows 11) and Microsoft Office 365 (M365) Email, Teams and OneDrive, and general Exchange/Outlook support.
• Must have experience in troubleshooting basic computer (desktop, laptop, tablet) issues and triaging as needed to resolve requests for service in a timely manner.
• Must be able to work in a fast-paced environment providing continuous support to users and critical operations monitoring and escalation.
• Must be able to effectively communicate both verbally and in writing to customers, peers, technical staff and Government.
• Strong problem-solving, analytical, and communication skills.
• Candidates must be a U.S. citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant.

Responsibilities

• Provide advanced technical support for complex desktop, hardware, software, and networking issues escalated from Tier I and II.
• Install, configure, and maintain desktop hardware and software, create and manage workstation images, and deploy patches and updates.
• Develop and maintain scripts (e.g., PowerShell) to automate routine tasks, device configuration, and deployments.
• Provide guidance and mentorship to Tier I and II support personnel and help share technical knowledge across the team.
• Participate in IT projects, test new technologies, and assist with change management efforts to improve the user experience.
• Analyze trends in support tickets to identify and implement preventive solutions.
• Create and maintain documentation for configurations, troubleshooting procedures, and support processes.
• Work with other IT teams (e.g., security, network services) to resolve problems, manage security vulnerabilities, and improve IT operations.
• Participate in an on-call rotation to provide support outside of standard business hours.

Benefits

• Great benefits package
• Excellent training and career development opportunities
• Flexible work schedules
• Generous compensation package

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree
• Number of Employees: 11-50 employees