Service Desk Technician - Tier 3

Responsibilities

• Deploy applications and updates in line with established criteria
• Troubleshoot and resolve issues related to failed patches or software conflicts
• Perform high-level diagnostics for applications and their interactions with OS platforms
• Configure, manage, and resolve issues related to Active Directory and Group Policy
• Analyze operations and develop scripts to automate and improve daily tasks
• Provide operations and maintenance (O&M) support for servers, workstations, and mobile devices
• Troubleshoot user- and system-reported incidents
• Collaborate with engineering teams to field technical solutions
• Monitor service levels and provide SLA/SLR reports as required
• Work with DAF enterprise and security teams to ensure compliance and policy alignment
• Communicate clearly and professionally with customers, stakeholders, and internal teams

Requirements

• IAT Level II certification required, such as Security+
• Experience testing, deploying, and troubleshooting Microsoft and third-party software updates
• Proficiency in managing Windows Servers and Workstations (mobile device experience is a plus)
• Experience working in a Department of Defense (DoD) environment
• Familiarity with DISA STIGs (Security Technical Implementation Guides)
• Working knowledge of ITIL v4 principles and Agile Scrum methodologies
• Skilled in Microsoft Office applications (Excel, Word, Project, Visio) and SharePoint
• Bachelor’s degree in computer science, Information Technology, or related field
• Minimum of 3 years of relevant experience
• Strong verbal and written communication skills
• Able to work independently and take initiative in resolving complex problems