Tier 3 Support Engineer

Position: Tier 3 Support Engineer

Location: Remote

Duration: Long Term

 Work Schedule: 9 AM – 5 PM

 Must haves:

• Active Secret Clearance
• Active IAT level 2 or IAT level 3 certification
• HS Diploma with a minimum of 5 years of experience

 Overview

We are seeking a Tier 3 Service Desk Engineer to support a large-scale enterprise endpoint migration initiative. This individual will serve as the senior escalation point for complex desktop, endpoint, and Microsoft 365 issues while supporting Windows device deployments, migrations, and post-migration stabilization efforts.

The ideal candidate will have strong experience supporting Windows environments, Microsoft Intune, SCCM/MECM, Active Directory/Entra ID, and enterprise endpoint management technologies.

 Key Responsibilities

• Provide Tier 3 technical support for complex endpoint, desktop, and migration-related issues
• Troubleshoot Windows 10/11 operating systems, hardware, drivers, user profiles, and device configurations
• Support Windows migrations, hardware refreshes, operating system upgrades, and endpoint deployments
• Investigate and resolve deployment failures, application issues, and endpoint performance problems
• Serve as the escalation point for Tier 1 and Tier 2 support teams
• Support Microsoft Intune, SCCM/MECM, Autopilot, and other endpoint management platforms
• Troubleshoot Microsoft 365 services including Outlook, Teams, OneDrive, and authentication-related issues
• Support Active Directory, Entra ID, Group Policy, and user identity management
• Assist with endpoint security technologies including BitLocker, Defender, Conditional Access, and device compliance
• Create and maintain technical documentation, knowledge articles, and troubleshooting guides
• Participate in migration cutovers, deployment activities, and post-migration support efforts

 Required Qualifications

• Active Secret Clearance
• DoD 8570 certification (Security+ or equivalent)
• 5+ years of experience supporting enterprise Windows environments
• Experience providing Tier 3 desktop, endpoint, or service desk support
• Strong troubleshooting experience with Windows 10/11 and Microsoft 365
• Hands-on experience with Microsoft Intune and SCCM/MECM
• Experience with Active Directory and Microsoft Entra ID
• Experience supporting endpoint migrations, Windows upgrades, or hardware refresh projects
• Strong understanding of networking fundamentals (DNS, DHCP, TCP/IP, VPN)
• Excellent problem-solving and root cause analysis skills

 Preferred Qualifications

• Windows 11 migration experience
• Microsoft Autopilot experience
• PowerShell scripting and automation experience
• Microsoft Defender for Endpoint
• BitLocker and Conditional Access experience
• ITIL certification
• Microsoft certifications (Endpoint Administrator, Azure, Microsoft 365)
• Experience supporting enterprise modernization or transformation initiatives