Position Overview:The Tier 3 Support Personnel will provide advanced technical, end-user, and business-functional support for the EEOC. This position is responsible for resolving complex incidents that cannot be addressed through Tier 1 or Tier 2 desktop support. The successful candidate will perform advanced troubleshooting, root-cause analysis, application support, operating-system support, and technical consultation across the EEOC's enterprise environment.
The Tier 3 Support Personnel must possess advanced knowledge of supported applications, business processes, business rules, organizational policies, legacy systems, and end-to-end data flows. The position will also support Microsoft Office 365 applications, mobile-device management, workstation operating systems, and the EEOC's migration to Microsoft Windows 11.Resposibilities:
- Provide Tier 3 end-user and business-functional support for incidents that cannot be resolved through Tier 1 or Tier 2 support.
- Investigate and resolve complex technical and application-related problems requiring advanced troubleshooting, detailed analysis, and root-cause identification.
- Analyze incidents involving supported applications, business processes, business rules, organizational policies, legacy systems, and end-to-end data flows.
- Serve as a senior technical escalation resource for service-desk personnel and other IT support teams.
- Troubleshoot issues involving Microsoft Office 365 applications and services, including:
- Microsoft SharePoint
- Microsoft OneDrive
- Microsoft Teams
- Microsoft PowerApps
- Provide technical support for workstation operating systems, enterprise applications, and mobile-device management environments.
- Support the EEOC's migration to Microsoft Windows 11 by performing application testing, compatibility analysis, troubleshooting, documentation, and technical consultation.
- Verify that EEOC applications operate successfully within the Windows 11 environment and comply with applicable United States Government Configuration Baseline (USGCB) guidelines.
- Identify application compatibility issues and work with appropriate technical teams to develop, test, and implement solutions.
- Document troubleshooting procedures, technical findings, root causes, resolutions, workarounds, and recommended corrective actions.
- Maintain accurate incident and problem-management records in accordance with established EEOC procedures.
- Develop and update technical documentation, standard operating procedures, knowledge-base articles, and support instructions.
- Collaborate with Tier 1 and Tier 2 support teams, system administrators, application owners, developers, business stakeholders, and other technical personnel to resolve escalated incidents.
- Recognize recurring problems, identify trends, and recommend long-term solutions that improve system stability and the end-user experience.
- Ensure technical support activities comply with EEOC policies, security requirements, configuration standards, and federal information-technology guidelines.
Required Knowledge, Skills, and Qualifications:- Demonstrated experience providing advanced Tier 3 technical, application, desktop, or enterprise support.
- Experience resolving incidents that require advanced troubleshooting, technical analysis, and root-cause analysis.
- Advanced knowledge of enterprise applications, business processes, business rules, legacy systems, and end-to-end system and data flows.
- Experience supporting Microsoft Office 365, including SharePoint, OneDrive, Microsoft Teams, and PowerApps.
- Experience supporting Microsoft Windows workstation operating systems, particularly Windows 11.
- Experience testing, troubleshooting, and documenting operating-system migrations or enterprise workstation upgrades.
- Knowledge of application compatibility testing and remediation within a Windows 11 environment.
- Familiarity with USGCB requirements and federal workstation-configuration guidelines.
- Experience supporting mobile-device management solutions and enterprise-managed devices.
- Ability to document complex technical issues, troubleshooting steps, root causes, and final resolutions clearly and accurately.
- Strong analytical, problem-solving, customer-service, and communication skills.
- Ability to communicate technical information effectively to both technical personnel and nontechnical end users.
- Ability to work collaboratively across service-desk, infrastructure, application, cybersecurity, and business-functional teams.
Preferred Qualifications:- Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related technical discipline. Equivalent relevant professional experience may be considered.
- Relevant Microsoft certification involving Microsoft 365, Windows client support, endpoint administration, or Power Platform technologies.
- ITIL Foundation, CompTIA Security+, or another relevant information-technology support certification.
- Previous experience supporting a federal agency or other government enterprise environment.
- Experience working within structured incident, problem, change, and configuration-management processes.
