Job Requirements
Remote
Secret Polygraph not specified
Early Career (2+ yrs experience)
$70,000 - $120,000
Job Description
Tier III Service Desk Administrator
Location: Remote
Work Type: Full Time
Security Clearance: Secret
Position Overview
We are seeking an experienced Tier 3 Service Desk Engineer to provide advanced technical support and operational expertise for enterprise endpoint migration initiatives. This position serves as a senior escalation point for complex endpoint issues and partners closely with Endpoint Engineering, Infrastructure, Security, and Service Desk teams to support successful migration activities and a stable end-user experience.
The ideal candidate has strong troubleshooting skills across Windows endpoints, enterprise applications, identity, networking, device management, and endpoint security, along with the ability to diagnose and resolve issues that cannot be addressed through standard Tier 1 or Tier 2 support processes.
Key Responsibilities
Provide Tier 3 technical support for endpoint migration, deployment, provisioning, and post-migration stabilization issues.
Troubleshoot complex Windows endpoint issues involving operating systems, drivers, applications, profiles, authentication, networking, peripherals, and device configuration.
Support device replacement, operating system upgrades, hardware refreshes, profile and data migration, application deployment, and user cutover activities.
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, providing 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 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, hypercare, and 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.
Required Qualifications
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 or advanced technical support in a large enterprise environment.
Strong troubleshooting experience with Windows 10/11 endpoints and Microsoft 365.
Hands-on experience with Microsoft Intune, MECM/SCCM, Autopilot, Group Policy, and Active Directory/Entra ID.
Experience supporting enterprise endpoint migrations, hardware refreshes, operating system upgrades, or large-scale device deployments.
Strong understanding of DNS, DHCP, TCP/IP, VPN, Wi-Fi, and authentication fundamentals.
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 DoD 8570 compliance.
Desired 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.
Clearance: Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information.
Compensation and Benefits
Salary Range: $120,000-$155,000 (Compensation is determined by various factors, including but not limited to location, work experience, skills, education, certifications, seniority, and business needs. This range may be modified in the future.)
Benefits: Gridiron offers a comprehensive benefits package including medical, dental, vision insurance, HSA, FSA, 401(k), disability & ADD insurance, life and pet insurance to eligible employees. Full-time and part-time employees working at least 30 hours per week on a regular basis are eligible to participate in Gridiron’s benefits programs.
Gridiron IT Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status or disability status.
Gridiron IT is a Women Owned Small Business (WOSB) headquartered in the Washington, D.C. area that supports our clients' missions throughout the United States. Gridiron IT specializes in providing comprehensive IT services tailored to meet the needs of federal agencies. Our capabilities include IT Infrastructure & Cloud Services, Cyber Security, Software Integration & Development, Data Solution & AI, and Enterprise Applications. These capabilities are backed by Gridiron IT's experienced workforce and our commitment to ensuring we meet and exceed our clients' expectations.
Location: Remote
Work Type: Full Time
Security Clearance: Secret
Position Overview
We are seeking an experienced Tier 3 Service Desk Engineer to provide advanced technical support and operational expertise for enterprise endpoint migration initiatives. This position serves as a senior escalation point for complex endpoint issues and partners closely with Endpoint Engineering, Infrastructure, Security, and Service Desk teams to support successful migration activities and a stable end-user experience.
The ideal candidate has strong troubleshooting skills across Windows endpoints, enterprise applications, identity, networking, device management, and endpoint security, along with the ability to diagnose and resolve issues that cannot be addressed through standard Tier 1 or Tier 2 support processes.
Key Responsibilities
Provide Tier 3 technical support for endpoint migration, deployment, provisioning, and post-migration stabilization issues.
Troubleshoot complex Windows endpoint issues involving operating systems, drivers, applications, profiles, authentication, networking, peripherals, and device configuration.
Support device replacement, operating system upgrades, hardware refreshes, profile and data migration, application deployment, and user cutover activities.
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, providing 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 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, hypercare, and 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.
Required Qualifications
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 or advanced technical support in a large enterprise environment.
Strong troubleshooting experience with Windows 10/11 endpoints and Microsoft 365.
Hands-on experience with Microsoft Intune, MECM/SCCM, Autopilot, Group Policy, and Active Directory/Entra ID.
Experience supporting enterprise endpoint migrations, hardware refreshes, operating system upgrades, or large-scale device deployments.
Strong understanding of DNS, DHCP, TCP/IP, VPN, Wi-Fi, and authentication fundamentals.
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 DoD 8570 compliance.
Desired 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.
Clearance: Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information.
Compensation and Benefits
Salary Range: $120,000-$155,000 (Compensation is determined by various factors, including but not limited to location, work experience, skills, education, certifications, seniority, and business needs. This range may be modified in the future.)
Benefits: Gridiron offers a comprehensive benefits package including medical, dental, vision insurance, HSA, FSA, 401(k), disability & ADD insurance, life and pet insurance to eligible employees. Full-time and part-time employees working at least 30 hours per week on a regular basis are eligible to participate in Gridiron’s benefits programs.
Gridiron IT Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status or disability status.
Gridiron IT is a Women Owned Small Business (WOSB) headquartered in the Washington, D.C. area that supports our clients' missions throughout the United States. Gridiron IT specializes in providing comprehensive IT services tailored to meet the needs of federal agencies. Our capabilities include IT Infrastructure & Cloud Services, Cyber Security, Software Integration & Development, Data Solution & AI, and Enterprise Applications. These capabilities are backed by Gridiron IT's experienced workforce and our commitment to ensuring we meet and exceed our clients' expectations.
group id: 91017793