System Administrator 3 - Windows Desktop Engineer

Position Description:

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.

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.

Cert Required:
IAT Level II cert required
CompTIA Security+ CE

Education/Experience:
HS or GED - 20  Years 
Bachelors - 15 Years 

TS/SCI w/ FS poly required.

Position requires a TS/SCI.