Help Desk Tier 3 Support Personnel

Job Description

Job Description

Business Technology Integrators (BTI) is a Service-Disabled Veteran-Owned Small Business (SDVOSB) with more than 25 years of experience delivering innovative and reliable IT and engineering solutions to the Federal Government. BTI supports mission-critical programs across defense and civilian agencies, with core expertise in cybersecurity, program management, enterprise IT, and technical oversight services.

The Tier 3 Support Personnel will provide advanced technical, end-user, and business-functional support for the EEOC. This position is responsible for resolving complex incidents that cannot be addressed through Tier 1 or Tier 2 desktop support. The successful candidate will perform advanced troubleshooting, root-cause analysis, application support, operating-system support, and technical consultation across the EEOC’s enterprise environment.

The Tier 3 Support Personnel must possess advanced knowledge of supported applications, business processes, business rules, organizational policies, legacy systems, and end-to-end data flows. The position will also support Microsoft Office 365 applications, mobile-device management, workstation operating systems, and the EEOC’s migration to Microsoft Windows 11.

• Provide Tier 3 end-user and business-functional support for incidents that cannot be resolved through Tier 1 or Tier 2 support.
• Investigate and resolve complex technical and application-related problems requiring advanced troubleshooting, detailed analysis, and root-cause identification.
• Analyze incidents involving supported applications, business processes, business rules, organizational policies, legacy systems, and end-to-end data flows.
• Serve as a senior technical escalation resource for service-desk personnel and other IT support teams.
• Troubleshoot issues involving Microsoft Office 365 applications and services, including:
  • Microsoft SharePoint
  • Microsoft OneDrive
  • Microsoft Teams
  • Microsoft PowerApps
• Provide technical support for workstation operating systems, enterprise applications, and mobile-device management environments.
• Support the EEOC’s migration to Microsoft Windows 11 by performing application testing, compatibility analysis, troubleshooting, documentation, and technical consultation.
• Verify that EEOC applications operate successfully within the Windows 11 environment and comply with applicable United States Government Configuration Baseline (USGCB) guidelines.
• Identify application compatibility issues and work with appropriate technical teams to develop, test, and implement solutions.
• Document troubleshooting procedures, technical findings, root causes, resolutions, workarounds, and recommended corrective actions.
• Maintain accurate incident and problem-management records in accordance with established EEOC procedures.
• Develop and update technical documentation, standard operating procedures, knowledge-base articles, and support instructions.
• Collaborate with Tier 1 and Tier 2 support teams, system administrators, application owners, developers, business stakeholders, and other technical personnel to resolve escalated incidents.
• Recognize recurring problems, identify trends, and recommend long-term solutions that improve system stability and the end-user experience.
• Ensure technical support activities comply with EEOC policies, security requirements, configuration standards, and federal information-technology guidelines.

• Demonstrated experience providing advanced Tier 3 technical, application, desktop, or enterprise support.
• Experience resolving incidents that require advanced troubleshooting, technical analysis, and root-cause analysis.
• Advanced knowledge of enterprise applications, business processes, business rules, legacy systems, and end-to-end system and data flows.
• Experience supporting Microsoft Office 365, including SharePoint, OneDrive, Microsoft Teams, and PowerApps.
• Experience supporting Microsoft Windows workstation operating systems, particularly Windows 11.
• Experience testing, troubleshooting, and documenting operating-system migrations or enterprise workstation upgrades.
• Knowledge of application compatibility testing and remediation within a Windows 11 environment.
• Familiarity with USGCB requirements and federal workstation-configuration guidelines.
• Experience supporting mobile-device management solutions and enterprise-managed devices.
• Ability to document complex technical issues, troubleshooting steps, root causes, and final resolutions clearly and accurately.
• Strong analytical, problem-solving, customer-service, and communication skills.
• Ability to communicate technical information effectively to both technical personnel and nontechnical end users.
• Ability to work collaboratively across service-desk, infrastructure, application, cybersecurity, and business-functional teams.

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related technical discipline. Equivalent relevant professional experience may be considered.
• Relevant Microsoft certification involving Microsoft 365, Windows client support, endpoint administration, or Power Platform technologies.
• ITIL Foundation, CompTIA Security+, or another relevant information-technology support certification.
• Previous experience supporting a federal agency or other government enterprise environment.
• Experience working within structured incident, problem, change, and configuration-management processes.

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