Tech Support III/Support Lead Role

Overview

The Tech Support III / Support Lead provides senior-level technical support and leadership for DoD customers in both classified and unclassified environments. This role serves as a Tier III escalation point, delivering advanced troubleshooting, system administration, and incident resolution while ensuring strict compliance with client requirements. The Tech Support III / Support Lead coordinates across multiple IT organizations, mentors' junior technicians, and drives continuous improvement in service delivery and customer satisfaction.

This position aligns with Cayuse's core values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by fostering technical solutions that meet customer needs, promoting teamwork, and prioritizing quality in deliverables.

Responsibilities

• Provide comprehensive Tier III remote and on-site technical support for DoD classified and unclassified systems, leveraging BeyondTrust (or equivalent) remote support tools to resolve complex incidents and service requests.
• Triage and resolve 500+ IT and cyber tickets annually in ServiceNow (or similar ITSM platform), ensuring timely response, accurate categorization, and complete documentation under the direction of the District IT Chief or equivalent leadership.
• Serve as an escalation point for Tier I/II support staff, providing advanced troubleshooting guidance and root cause analysis for persistent or high-impact issues.
• Communicate complex technical information clearly and professionally to non-technical stakeholders, maintaining a strong customer-service orientation.
• Execute large-scale system re-imaging and hardware refresh activities (100+ devices annually), ensuring standardized builds, secure configurations, and adherence to organizational baselines.
• Deploy and configure enterprise software packages (including Microsoft O365) using SCCM/Endpoint Configuration Manager or equivalent tools, ensuring compliance with organizational standards.
• Perform hardware and software diagnostics, troubleshooting, and break/fix activities for desktops, laptops, and peripherals throughout the system lifecycle.
• Administer Active Directory (AD) user and computer accounts, security groups, and Group Policy Objects (GPOs) to enforce security baselines and access controls.
• Manage account provisioning, deprovisioning, and permissions in accordance with least-privilege principles and organizational policies.
• Diagnose and resolve complex connectivity issues, including VPN (Cisco Secure Client), authentication failures, and related infrastructure dependencies.
• Coordinate port activations and related network configuration changes in collaboration with network engineering staff.
• Work closely with cybersecurity and network teams to perform vulnerability remediation, risk mitigation, and system hardening in accordance with NIST 800-53 controls and the Risk Management Framework (RMF).
• Support cyber incident resolution activities by providing advanced endpoint troubleshooting, data collection, and system-level analysis.
• Implement and maintain secure system configurations for both classified and unclassified environments, following DoD security guidelines, STIGs, and local security policies.
• Participate in security audits, inspections, and POA&M remediation activities as required.
• Conduct specialized data transfers and secure data handling operations in compliance with DoD and organizational policies for classified and sensitive data.
• Perform data backup, restoration, and media management tasks to support continuity of operations and incident response.
• Utilize forensic tools such as FTK Imager to perform forensic imaging and data recovery for investigations, incident response, and legal/administrative requirements while preserving chain-of-custody and evidentiary standards.
• Coordinate seamlessly across multiple IT organizations and stakeholder groups to prioritize work, allocate resources, and develop innovative technical solutions that align with mission objectives.
• Provide technical guidance, informal training, and mentorship to junior support staff and peers, promoting standardization of best practices and knowledge sharing.
• Contribute to the creation and maintenance of technical procedures, knowledge base articles, and standard operating procedures (SOPs).
• Support planning and execution of technology upgrades, migrations, and infrastructure changes, assessing user impact and ensuring smooth transitions.
• Other duties as assigned.

Qualifications

• Requires a Bachelor's degree (or equivalent work experience) in IT, Computer Science, Business Administration, or related field.
• 8 Years of related experience.
• Must have good technical knowledge of hardware, software, and network troubleshooting, and training or experience with IT equipment setup and maintenance.
• Demonstrated advanced technical knowledge of:
• Hardware, software, and network troubleshooting in enterprise environments.
• IT equipment setup, imaging, deployment, and lifecycle maintenance.
• Proven experience providing Tier III or senior-level technical support and acting as an escalation resource.
• Secret Clearance is required.
• Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

Minimum Skills Required:

• Must possess problem-solving skills.
• Must be capable of working with remote support tools and ticketing systems and must be willing to travel.
• Excellent problem-solving, analytical, communication, and interpersonal skills are essential.
• Ability to respond effectively to customers with a sense of urgency.
• Proficient in Microsoft and Adobe toolsets, including Excel, Word, PowerPoint, Acrobat, etc.
• Highly motivated with the ability to handle and manage multiple tasks at any one time.
• Ability to forge new relationships, individual and teaming in nature.
• Must be a Self-starter, that can work independently and as part of a team.

Our Commitment to you / overview of benefits

• Medical, Dental and Vision Insurance; Wellness Program
• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
• Short-Term and Long-Term Disability options
• Basic Life and AD&D Insurance (Company Provided)
• Voluntary Life and AD&D options
• 401(k) Retirement Savings Plan with matching after one year
• Paid Time Off

Reports to: Project Manager

Working Conditions

• Professional office environment.
• Must be able to work on-site.
• Must be physically and mentally able to perform duties extended periods of time.
• Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
• Must be able to establish a productive and professional workspace.
• Must be able to sit for long periods of time looking at computer screen.
• May be asked to work a flexible schedule which may include holidays.
• May be asked to travel for business or professional development purposes.
• May be asked to work hours outside of normal business hours.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Cayuse is an Equal Opportunity Employer. All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law.

Pay Range

USD $82,000.00 - USD $85,000.00 /Yr.