Must have TS/SCI with active polygraph.
Hours:
Day Hours - Mon-Fri.
On-call support may be required.
KEY RESPONSIBILITIES:
● Advanced Technical Support:
• Provide third-level support for Windows desktop issues escalated from Tier 1 and Tier 2 support teams.
• Diagnose and resolve complex hardware and software problems.
• Perform root cause analysis for recurring issues and implement permanent fixes.
● System Maintenance and Optimization:
• Ensure the stability, security, and performance of Windows desktop systems.
• Apply patches, updates, and configuration changes to maintain compliance and security standards.
● Incident and Problem Management:
• Manage and resolve high-priority incidents and problems within SLAs.
• Document resolutions and create knowledge base articles to improve future support processes.
• Conduct post-incident reviews to identify improvements.
● Collaboration and Project Support:
• Work with cross-functional IT teams on projects, providing expertise on Windows desktop environments.
• Assist in the design and implementation of new technologies and solutions.
• Participate in planning and execution of system upgrades and migrations.
● User Support and Training:
• Provide guidance and training to Tier 1 and Tier 2 support staff.
• Assist end-users with complex technical issues and provide advanced troubleshooting.
● Documentation and Reporting:
• Maintain accurate and up-to-date documentation of system configurations, procedures, and support issues.
• Generate reports on system performance, incident resolution, and other metrics as required.
This role may require occasional evening or weekend work to perform maintenance or resolve critical issues. On-call support may be required.
Education Requirements:
HS/GES and 20 years of experience, OR
BS and 15 years of experience.
***IAT Level 2 Certification
Mandatory Skills:
Advanced troubleshooting skills and ability to diagnose complex issues.
Excellent communication and interpersonal skills
Experience with endpoint security solutions.
Experience with scripting and automation (e.g., PowerShell).
Experience with system imaging, deployment, and management tools (SCCM, MDT).
Familiarity with cloud services and integration (e.g., Microsoft Azure).
Knowledge of ITIL framework and best practices.
Proficiency with Active Directory, Group Policy, and network configurations.
Strong documentation and organizational skills.
Strong understanding of hardware components, peripheral devices, and drivers.
Windows operating systems (Windows 10, Windows 11) and related technologies.
+ This role may require occasional evening or weekend work to perform maintenance or resolve critical issues.
Approximate Salary Range: $88,800 - $101,900
Comprehensive Benefits Package!
6% 401K Match!
Tuition/Certification Reimbursement!
Great Referral Bonus Program!
+++Can also apply to www.flashtg.com or send resume directly to dmagruder@flashtg.com.