Helpdesk Technician - Tier III

Job Description

Job Description

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Training & development
• Vision insurance

Location: Washington, DC
Clearance: Public Trust
Employment Type: Full-Time

Must be located in the DC Metro Area as this role requires onsite and remote support.

Company Description
Celestial Innovations Group (CIG) is a fast-moving, mission driven technology firm working at the intersection of innovation, national security, and digital transformation. We support forward-thinking government agencies with cutting edge capabilities in cybersecurity, cloud, AI/ML, and IT modernization. At CIG, we don’t just check boxes. We solve real-world problems that matter.

We’re building a culture where smart, curious, and driven people thrive. This is a place where your voice matters, your work has impact, and your growth is part of the mission. If you're looking for a team that values trust, clarity, and the power of innovation, this is where you want to be.

Overview
The Tier III Systems Administrator provides expert-level technical support, system administration, and problem resolution for enterprise IT environments supporting government missions. This role handles high-complexity issues, system maintenance, and infrastructure-level support.

Key Responsibilities

• Serve as the Tier III escalation point for issues elevated from Tier II Help Desk personnel.
• Provide Tier III technical support to PC technicians, including troubleshooting, repairing, installing, and configuring printers, scanners, cameras, and all workstation-related hardware.
• Maintain and administer enterprise print servers, including configuration changes required during printer refreshes or infrastructure updates.
• Remotely deploy monthly system patches and security vulnerability updates to workstations using government-provided tools, including Microsoft SCCM and Windows SUS Services.
• Provide intermediate to advanced troubleshooting support across Microsoft Office products, Active Directory, Exchange, patch management tools, and workstation environments.
• Develop, maintain, test, and update approved workstation images for all authorized USCP workstation configurations across the enterprise, ensuring monthly updates and compliance.
• Administer Windows Server environments, Active Directory, DNS, DHCP, and Group Policies, ensuring stability, security, and performance.
• Support configuration, monitoring, and optimization of infrastructure components across servers, workstations, and enterprise systems.
• Conduct vulnerability remediation efforts, including scanning, analysis, remediation tracking, and reporting in coordination with cybersecurity teams.
• Manage and maintain service accounts, system utilities, and administrative tools for servers and workstation environments.
• Develop, update, and maintain PowerShell scripts for automation, configuration management, and administrative tasks.
• Troubleshoot escalated multi-system issues and perform root-cause analysis, recommending long-term solutions to prevent recurrence.
• Maintain documentation, configuration baselines, deployment procedures, and operational processes.
• Coordinate the development, testing, and on-schedule releases of customized images in collaboration with contractors and technical teams.
• Implement system improvements, migrations, and upgrades while ensuring alignment with federal security requirements, STIGs, and configuration standards.
• Work closely with cybersecurity, engineering, and program teams to support mission-critical systems and enterprise operations.

Required Qualifications

• Must possess an industry-recognized certification such as CompTIA A+, MCSE, or equivalent.
• Minimum 5 years of experience administering Windows 10/11 in enterprise environments.
• Minimum 5 years of experience with SCCM (intermediate level or above) for managing servers, deploying patches, and maintaining workstation environments.
• Minimum 5 years of experience developing, testing, and deploying workstation images for government or private-sector organizations.
• Expert-level experience with Microsoft Windows 10/11, Office 365 (Email, Teams, OneDrive), and Exchange/Outlook support.
• Expert-level experience creating, maintaining, and updating PowerShell scripts for automation and administrative tasks.
• Experience troubleshooting and maintaining print servers, enterprise printing systems, and printer configurations.
• Ability to diagnose and resolve complex Tier III issues including patch management, security vulnerabilities, and multi-system failures.
• Ability to provide clients with security vulnerability remediation guidance, tracking, and reporting, including collaboration with other IT teams.
• Experience maintaining and managing service accounts, system utilities, and server-based software components.
• Experience conducting ad-hoc vulnerability scans and executing remediation activities across workstations.
• Strong understanding of Active Directory, GPO management, security hardening, and enterprise infrastructure services.
• Ability to obtain and maintain required government clearance.

Flexible work from home options available.