Key Responsibilities:

Advanced Technical Support:

• Provide third-level support for Windows desktop issues escalated from Tier 1 and Tier 2 support teams.

• Diagnose and resolve complex hardware and software problems.

• Perform root cause analysis for recurring issues and implement permanent fixes.

  System Maintenance and Optimization:

• Ensure the stability, security, and performance of Windows desktop systems.

• Apply patches, updates, and configuration changes to maintain compliance and security standards.

• Monitor system performance and proactively address potential issues.

  Incident and Problem Management:

• Manage and resolve high-priority incidents and problems within SLAs.

• Document resolutions and create knowledge base articles to improve future support processes.

• Conduct post-incident reviews to identify improvements.

  Collaboration and Project Support:

• Work with cross-functional IT teams on projects, providing expertise on Windows desktop environments.

• Assist in the design and implementation of new technologies and solutions.

• Participate in planning and execution of system upgrades and migrations.

• User Support and Training:

• Provide guidance and training to Tier 1 and Tier 2 support staff.

• Assist end-users with complex technical issues and provide advanced troubleshooting.

  Documentation and Reporting:

• Maintain accurate and up-to-date documentation of system configurations, procedures, and support issues.

• Generate reports on system performance, incident resolution, and other metrics as required.

   

  Mandatory Skills:

  Advanced troubleshooting skills and ability to diagnose complex issues.

Proficiency with Active Directory, Group Policy, and network configurations.

Windows operating systems (Windows 10, Windows 11) and related technologies.

Desired Skills:

Excellent communication and interpersonal skills

Experience with endpoint security solutions.

Experience with scripting and automation (e.g., PowerShell).

Experience with system imaging, deployment, and management tools (SCCM, MDT).

Familiarity with cloud services and integration (e.g., Microsoft Azure).

Knowledge of ITIL framework and best practices.

Strong documentation and organizational skills.

Strong understanding of hardware components, peripheral devices, and drivers.

Cert Required:

IAT Level II cert required

CompTIA Security+ CE

Education/Experience:

HS or GED - 20  Years 

Bachelors - 15 Years 

TS/SCI w/ FS poly required.

Position requires a TS/SCI.

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