Tier III Support Technician (Shift Schedules: Day, Evening, and Night)

At StratasCorp, our mission strives to put employees first while still being recognized as a leader in the Department of Defense Information Technology sector. We believe in a continuing pursuit of customer satisfaction and operational excellence while exceling in service innovation. We are looking for employees who value corporate culture, leadership, diversity, and commitment to quality, because we are #TeamStratas.

Location

Hampton Roads, VA VA US (Primary)

Category

Information Technology

Job Description

We're seeking a customer focused Help Desk Technician to provide first line support for Microsoft technologies including Microsoft 365 (Exchange Online, Teams, SharePoint Online, OneDrive), Windows 10/11, Azure Active Directory/Entra ID, and standard productivity applications. You will triage incidents, resolve common issues, fulfill service requests, and escalate complex problems-delivering a consistent, friendly experience to end users.

Key Responsibilities

• Frontline Incident Response
o Answer support tickets and log all interactions in the ITSM system.
o Perform initial triage, categorize/severity score incidents, and attempt first contact resolution.
o Follow standard operating procedures (SOPs) and knowledge base articles.

• Microsoft 365 End User Support
o Assist with Outlook/Exchange Online (mailbox access, shared mailboxes, mail flow troubleshooting).
o Support Microsoft Teams (sign in issues, meetings, audio/video, device setup, basic governance).
o Help with SharePoint Online/OneDrive (sync issues, permissions requests, file recovery).

• Windows & Device Support
o Troubleshoot Windows 10/11 login, profile and application issues.
o Perform basic hardware diagnostics; support Intune managed devices (compliance checks, app installs, policy refresh).

• Accounts & Access
o Process basic account tasks in Azure AD/Entra ID (password resets, unlocks, conditional access checks)
o Provision standard access per role based access controls (RBAC) and approved workflows.

• Service Requests & Onboarding
o Fulfill routine requests (software installs, license assignments, distribution list changes).
o Support new hire setup (accounts, MFA enrollment, devices, and starter guidance).

• Knowledge & Documentation
o Maintain accurate ticket notes and user communications.
o Contribute to the knowledge base (KB) with clear, repeatable solutions and "how to" guides.

• Escalation & Collaboration
o Escalate unresolved issues to Tier II/III according to SLAs.
o Collaborate with systems administrators, network engineers, and security teams when required

Job Requirements

5+ years in an IT support/help desk role (or equivalent practical experience).
• Working knowledge of:
o Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive).
o Windows 10/11 troubleshooting and user profile fundamentals.
o Azure AD/Entra ID basics (password resets, MFA prompts, license assignments).
o Core networking concepts (DNS, DHCP, VPN) at a basic level.

• Microsoft 365 Admin portals (Exchange, Teams, SharePoint, Entra ID).
• Intune/Endpoint Manager; SCCM (as applicable).
• Ticketing/ITSM platform; remote support tools (Quick Assist, Remote Desktop, Teams).
• Endpoint security/AV (Defender for Endpoint or equivalent).
• Strong customer service, communication, and documentation skills.
• Clear verbal/written communication; ability to explain technical concepts simply.
• Time management and prioritization under SLA guidelines.
• Attention to detail; consistent documentation practices.
• A personal growth mindset-willingness to learn and improve.

Preferred Qualifications
• Experience with Intune (device compliance, app deployments) and SCCM/ConfigMgr basics.
• Familiarity with Exchange Online admin center and Teams admin center (read only or guided tasks).
• Scripting exposure (PowerShell) for repetitive tasks.

Certifications Required

• Microsoft 365 Certified: Fundamentals (MS 900)
• CompTIA Security+

Certifications Desired

• CND or GSEC or GFACT
• Microsoft Certified: Azure Fundamentals (AZ 900)
• Microsoft AVD Certification

Shift Details:


Positions available in the following shifts. Please specify in your application which (one or more) shift is your preferred:

• Day, 8am-4pm
• Evening, 4pm-12am
• Night*, 12am-8am

*Night shift specifics: The Third Shift Support Specialist delivers responsive support to users operating across multiple geographic regions and time zones, ensuring continuity of service during non-business hours. The position documents incidents, service requests, troubleshooting activities, and resolutions within the organization's IT service management platform, while maintaining accurate records for knowledge sharing and operational continuity. The specialist communicates technical information clearly to both technical and non-technical users, provides guidance on system functionality and best practices, and facilitates the effective transition of unresolved issues to subsequent support tiers or business-hour teams. Through strong customer service and technical problem-solving skills, the specialist helps maintain a high level of user satisfaction and operational effectiveness across the enterprise.

We use E-Verify to confirm the identity and employment eligibility of all new hires.

Security Clearance

Secret

Certification Required

Job Type

Full-time

StratasCorp provides a complete compensation package with competitive wages and benefits that include medical, dental, and vision insurance, FSA & HSA accounts, disability and other income protection benefits, life insurance, paid personal time-off benefits, paid holidays, and a 401K Saving Plan with a company matching contribution.

StratasCorp is committed to equal opportunity in employment, actively seeking to build a diverse and talented workforce, including individuals with disabilities and protected veterans.