Tier III Service Desk

Arlington, VA

Full Time

Experienced

Grow, innovate, and generate progress: Harness your expertise to solve challenges and celebrate success!

Job Summary
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.
The ideal candidate will have 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/Tier 2 support processes.

CLEARANCE REQUIREMENT: Must hold an active Secret security clearance prior to start. (US Citizenship required)
What’s in it for you:

Join a premier technology firm specializing in innovative solutions.
Be part of a collaborative, inclusive, and innovative work culture.
Enjoy tremendous growth potential in a high-performing team environment.
A robust benefits package:
- Health, dental, and vision insurance
- Life insurance
- Short-and-long term disability
- Paid time off (PTO)
- 401k retirement plan with employer match
- Annual Professional Development Reimbursement Program
- And more!

What you will do:

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, operating system 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, hypercare, 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.

What you will bring:

Requires 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, operating system 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 and be 8570 compliant.

How will you wow us:

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

JCS Solutions (JCS) is a premier technology firm providing innovative solutions and high-quality services in defense, national security, and civilian sectors. JCS offers enterprise-wide solutions including cloud computing, software development, cybersecurity, digital modernization, and management consulting for the federal government. At JCS, we elevate our customers’ mission through the application of technology and professional services. Our commitment to investing in our workforce drives innovation and progress for our clients, employees, and communities.
JCS is both a Great Place to Work and a Top Places to Work certified company.
Our employees embody our core values, and we are looking for others who do too!

Customer Experience: Strive for excellence and delight our clients
Innovation: Embrace creative thinking to enable continual growth and powerful solutions
Accountability: Take ownership of and pride in our actions and service delivery
Inspire: Be inspired to be your best self and have fun in the process
Integrity: Do the right thing, the right way, every time!
Stewardship: The careful and responsible management of something entrusted to our care.

At JCS Solutions, compensation is based on a number of factors such as location, qualifications, and applicable contract terms. The general salary range for this position is as follows: $85,000.00 to $128,000.00

Commitment to Non-Discrimination
All qualified applicants will receive consideration for employment without regard to any protected status protected by applicable federal, state, or local laws.

NOTICE: Please be aware that all JCS Solutions communications related to job interviews and offers from our recruiting team will only come from @JCSSolutions.com. We want to emphasize that we do not conduct any interviews over Discord, Slack, Skype, Zoom, or any chat app.

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This position requires U.S. citizenship due to contractual, regulatory, or security requirements. Are you a U.S. citizen?*

Please indicate the highest DoD security clearance you currently hold and select all that apply:*

Do you currently hold an active DoD 8140 IAT Level II certification (Security+ CE or equivalent)?*

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This position is fully remote, but candidates must be in the greater Washington, DC area. Are you able and willing to meet the telework requirements of this position while maintaining availability during required work hours and scheduled support activities?*

The salary range for this position is listed in the job posting. Based on that range, what is your minimum salary requirement to consider this opportunity?*

Do you have 5 or more years of experience in enterprise IT support, desktop engineering, endpoint management, or service desk operations?*

Do you have experience providing Tier III or other advanced technical support in a large enterprise environment, including serving as an escalation point for complex issues that could not be resolved by Tier I or Tier II support?*

Do you have hands-on experience troubleshooting Windows 10/11 endpoints and Microsoft 365 applications and services?*

Do you have hands-on experience with enterprise endpoint management and deployment technologies such as Microsoft Intune, MECM/SCCM, Autopilot, Group Policy, and Active Directory/Entra ID?*

Do you have experience supporting enterprise endpoint migrations, hardware refreshes, operating system upgrades, or large-scale device deployments?*

Do you have experience troubleshooting enterprise networking and connectivity issues involving DNS, DHCP, TCP/IP, VPN, Wi-Fi, and authentication?*

Do you have experience analyzing system logs and technical information to diagnose complex endpoint issues and perform incident management, problem management, and root-cause analysis?*

Do you have prior managerial or technical leadership experience, including providing technical guidance, mentoring, knowledge transfer, or directing the work of other technical staff?*

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