Tier III Service Desk

About the role

JCS Solutions is seeking an experienced Tier 3 Service Desk Engineer to provide advanced technical support and operational expertise in support of enterprise endpoint migration initiatives. This role will serve as a senior escalation point for complex endpoint issues and will partner closely with Endpoint Engineering, Infrastructure, Security, and Service Desk teams to ensure successful migration activities and a stable end‑user experience.

Clearance requirement: Must hold an active Secret security clearance prior to start (U.S. citizenship required).

JCS Solutions is a premier technology firm delivering innovative solutions and high‑quality services in defense, national security, and civilian sectors. The company offers cloud computing, software development, cybersecurity, digital modernization, and management consulting for the federal government, and is recognized as a Great Place to Work and a Top Places to Work certified organization.

Responsibilities

• Provide Tier 3 technical support for issues associated with endpoint migration, deployment, provisioning, and post‑migration stabilization.
• Troubleshoot complex Windows endpoint issues involving operating systems, drivers, applications, profiles, authentication, networking, peripherals, and device configuration.
• Support endpoint migration activities including device replacement, OS upgrades, hardware refreshes, profile/data migration, application deployment, and user cutover.
• Investigate and resolve migration failures, deployment errors, application compatibility issues, configuration problems, and recurring endpoint incidents.
• Serve as the escalation point for Tier 1 and Tier 2 Service Desk teams and provide technical guidance and knowledge transfer.
• Partner with Endpoint Engineering and other technical teams to identify root causes and develop sustainable remediation strategies.
• Support endpoint management platforms such as Microsoft Intune, Microsoft Configuration Manager (SCCM/MECM), Autopilot, or comparable enterprise management technologies.
• Troubleshoot Microsoft 365, Teams, Outlook, OneDrive, authentication, VPN, printing, and other business‑critical endpoint services.
• Assist with endpoint security controls, including device compliance, encryption, endpoint protection, and security policy troubleshooting.
• Develop and maintain technical documentation, knowledge articles, troubleshooting procedures, and migration runbooks.
• Analyze incident and migration data to identify trends, recurring failures, and opportunities for automation or process improvement.
• Participate in migration waves, cutovers, hyper‑care, and other scheduled deployment activities, including occasional after‑hours support when required.
• Coordinate with vendors and third‑party support organizations when escalation outside the internal environment is necessary.
• Ensure incidents and service requests are accurately documented and resolved in accordance with established service management processes.

Requirements

• High School Diploma or equivalent and 2+ years of prior relevant experience.
• 5+ years of experience in enterprise IT support, desktop engineering, endpoint management, or service desk operations.
• Demonstrated experience providing Tier 3/advanced technical support in a large enterprise environment.
• Strong troubleshooting experience with Windows 10/11 endpoints and Microsoft 365.
• Hands‑on experience with endpoint management and deployment technologies such as Microsoft Intune, MECM/SCCM, Autopilot, Group Policy, and Active Directory/Entra ID.
• Experience supporting enterprise endpoint migrations, hardware refreshes, OS upgrades, or large‑scale device deployments.
• Strong understanding of networking fundamentals including DNS, DHCP, TCP/IP, VPN, Wi‑Fi, and authentication.
• Experience troubleshooting endpoint applications, drivers, peripherals, certificates, profiles, and system configuration.
• Ability to analyze logs and system information to isolate complex technical issues.
• Strong incident management, problem management, and root‑cause analysis skills.
• Excellent written and verbal communication skills.
• Ability to work independently while collaborating effectively across technical teams.
• Must maintain 8570 compliance.

Preferred qualifications

• Experience supporting large‑scale Windows 11 migrations or enterprise device modernization programs.
• Experience with Microsoft Autopilot and modern endpoint management.
• Experience with PowerShell scripting and endpoint automation.
• Familiarity with Microsoft Entra ID, Conditional Access, Defender for Endpoint, BitLocker, and endpoint compliance.
• ITIL certification or experience working within an ITIL‑based service management environment.
• Microsoft certifications related to endpoint administration, Microsoft 365, or Azure.
• Experience working in a project‑based migration or transformation environment.

Benefits

• Health, dental, and vision insurance.
• Life insurance.
• Short‑ and long‑term disability.
• Paid time off (PTO).
• 401(k) retirement plan with employer match.
• Annual professional development reimbursement program.
• Additional benefits and growth opportunities.

Pay

Salary range: $85,000.00 to $128,000.00 (based on location, qualifications, and contract terms).

Schedule

Standard schedule with occasional after‑hours support required for migration cutovers and hyper‑care activities.