Tier III Service Desk
About The Position
We are seeking an experienced Tier 3 Service Desk Engineer to provide advanced technical support and operational expertise for enterprise endpoint migration initiatives. This 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 position requires strong troubleshooting across Windows endpoints, enterprise applications, identity, networking, device management, and endpoint security, including issues that cannot be resolved through standard Tier 1 or Tier 2 support. The role participates in migration waves, cutovers, hypercare, and scheduled deployment activities, with occasional after-hours support when required. An active Secret security clearance is required before starting, and US 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.
- US 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 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 in accordance with 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
