Tier III Administrator
Jobtailor
Provide Tier III technical support for DISA Global Video Services (GVS) and integration of video services such as Pexip into Microsoft 365 Teams Provide technical support via phone and/or email to local and off-site users Analyze and respond to incidents, determining the required support level Diagnose problems, investigate causes, and recommend solutions with users Resolve issues within SLAs or escalated to the appropriate service-level queue Review incidents and incident databases to ensure efficient problem resolution Coordinate with internal support staff and vendors, and follow up with end-users and customers Process Tier II tickets to resolution and escalated appropriate tickets to Tier IV Provide end-to-end support for GVS and Secure-Video Teleconferencing (
S-VTC
) issues Develop and maintain Standard Operating Procedures (SOPs) and other technical/process documentation Support occasional weekend maintenance windows Provide reach back to Microsoft Office 365 product groups and developers Develop and maintain weekly and monthly operational metrics and detailed helpdesk metrics Participate in meetings with operations staff about support-related matters Provide daily coverage from 8:00am–5:00pm local time, Monday–Friday, with possible emergency/on-call support after hours Requirements Bachelor’s Degree and a minimum of 3 years’ experience Minimum of an active Secret security Clearance CompTIA Security+ or similar for IAT Level II certification Expertise in developing, maintaining and contributing to technical and process documentation Experience with M365 Teams Experience administering and troubleshooting systems deployed in DoW Cloud Environments (IL4/IL5/IL6) Experience with MS Office 365 Experience with classified and unclassified networks Ability to thrive in a highly collaborative, fast-paced, growth-focused environment US Citizenship Required: Yes Scheduled weekly hours: 40 Travel required: Less than 10% Core Competencies Demonstrates expertise in providing Tier III technical support for video services, including Pexip and Microsoft 365 Teams, while maintaining technical documentation and operational metrics. Possesses strong problem-solving skills and the ability to collaborate effectively in a fast-paced environment. Highest-signal resume keywords Tier III Technical Support Microsoft 365 Teams CompTIA Security+ Certification Technical Documentation Development DoW Cloud Environment Experience Hard Skills Technical Support Incident Analysis Problem Diagnosis SOP Development Soft Skills Collaboration Communication Problem-Solving Adaptability Customer Service Certifications & Qualifications Bachelor’s Degree Active Secret Security Clearance CompTIA Security+ Industry Keywords DoW Cloud Environments Classified Networks Unclassified Networks SLAs Technical Support Tools & Technologies Pexip Microsoft Office 365 GVS S-VTC Helpdesk Software #J-18808-Ljbffr JobtailorVacancy posted 3 days ago
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