Tier III Service Desk
About The Position
The Tier III Service Desk Engineer provides advanced technical support and operational expertise for enterprise endpoint migration initiatives. The role serves as a senior escalation point for complex endpoint issues and partners with Endpoint Engineering, Infrastructure, Security, and Service Desk teams to support successful migrations and a stable end-user experience. The engineer troubleshoots issues across Windows endpoints, enterprise applications, identity, networking, device management, and endpoint security that cannot be resolved through standard Tier 1 or Tier 2 processes. The position supports endpoint migration, deployment, provisioning, and post-migration stabilization, including device replacements, operating system upgrades, hardware refreshes, profile and data migration, application deployment, and user cutovers. It also supports endpoint management platforms and business-critical endpoint services, contributes to security troubleshooting, maintains technical documentation, analyzes incident and migration trends, and coordinates with internal teams and vendors. Participation in migration waves, cutovers, hypercare, and other scheduled deployment activities is required, with occasional after-hours support when needed. An active Secret security clearance is required before starting, and U.S. citizenship is required.
Requirements
- High school diploma or equivalent and 2+ years of prior relevant experience.
- 5+ years of experience in enterprise IT support, desktop engineering, endpoint management, or service desk operations.
- Demonstrated experience providing Tier 3 or advanced technical support in a large enterprise environment.
- Strong troubleshooting experience with Windows 10/11 endpoints and Microsoft 365.
- Hands-on experience with endpoint management and deployment technologies such as Microsoft Intune, MECM/SCCM, Autopilot, Group Policy, and Active Directory/Entra ID.
- Experience supporting enterprise endpoint migrations, hardware refreshes, operating system upgrades, or large-scale device deployments.
- Strong understanding of networking fundamentals, including DNS, DHCP, TCP/IP, VPN, Wi-Fi, and authentication.
- Experience troubleshooting endpoint applications, drivers, peripherals, certificates, profiles, and system configuration.
- Ability to analyze logs and system information to isolate complex technical issues.
- Strong incident management, problem management, and root-cause analysis skills.
- Excellent written and verbal communication skills.
- Ability to work independently while collaborating effectively across technical teams.
- Must maintain and be 8570 compliant.
- Must hold an active Secret security clearance prior to start.
- U.S. citizenship required.
Nice To Haves
- Experience supporting large-scale Windows 11 migrations or enterprise device modernization programs.
- Experience with Microsoft Autopilot and modern endpoint management.
- Experience with PowerShell scripting and endpoint automation.
- Familiarity with Microsoft Entra ID, Conditional Access, Defender for Endpoint, BitLocker, and endpoint compliance.
- ITIL certification or experience working within an ITIL-based service management environment.
- Microsoft certifications related to endpoint administration, Microsoft 365, or Azure.
- Experience working in a project-based migration or transformation environment.
Responsibilities
- Provide Tier 3 technical support for endpoint migration, deployment, provisioning, and post-migration stabilization issues.
- Troubleshoot complex Windows endpoint issues involving operating systems, drivers, applications, profiles, authentication, networking, peripherals, and device configuration.
- Support endpoint migration activities, including device replacement, operating system upgrades, hardware refreshes, profile and data migration, application deployment, and user cutover.
- Investigate and resolve migration failures, deployment errors, application compatibility issues, configuration problems, and recurring endpoint incidents.
- Serve as an escalation point for Tier 1 and Tier 2 Service Desk teams and provide technical guidance and knowledge transfer.
- Partner with Endpoint Engineering and other technical teams to identify root causes and develop sustainable remediation strategies.
- Support endpoint management platforms such as Microsoft Intune, Microsoft Configuration Manager (SCCM/MECM), Autopilot, or comparable enterprise management technologies.
- Troubleshoot Microsoft 365, Teams, Outlook, OneDrive, authentication, VPN, printing, and other business-critical endpoint services.
- Assist with endpoint security controls, including device compliance, encryption, endpoint protection, and security policy troubleshooting.
- Develop and maintain technical documentation, knowledge articles, troubleshooting procedures, and migration runbooks.
- Analyze incident and migration data to identify trends, recurring failures, and opportunities for automation or process improvement.
- Participate in migration waves, cutovers, hypercare, and other scheduled deployment activities, including occasional after-hours support when required.
- Coordinate with vendors and third-party support organizations when escalation outside the internal environment is necessary.
- Ensure incidents and service requests are accurately documented and resolved according to established service management processes.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
