Senior Tier 3 IT Support Engineer — Windows 11 & Office 365 Expert

BTI; Washington (District of Columbia); On-site; USD 90,000 - 120,000; Full time

Job summary

BTI is seeking a Tier 3 Support Professional to provide advanced end-user and business-functional support for the EEOC, resolving complex incidents beyond Tier 1/2. The role covers troubleshooting, root-cause analysis, and guidance across the EEOC’s enterprise environment, including Office 365 and Windows 11 migration.

Candidates should possess deep knowledge of supported apps, end-to-end data flows, and familiarity with USGCB guidelines, Windows 11 readiness, and mobile-device management.

Qualifications

• Demonstrated experience providing advanced Tier 3 technical, application, desktop, or enterprise support.
• Experience resolving incidents that require advanced troubleshooting and root-cause analysis.
• Advanced knowledge of enterprise applications, business processes, and end-to-end data flows.
• Experience supporting Microsoft Office 365 including SharePoint, OneDrive, Teams, and PowerApps.
• Experience testing and documenting Windows 11 migrations.
• Familiarity with USGCB requirements and federal workstation guidelines.
• Experience with mobile-device management and enterprise devices.

Responsibilities

• 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.

Skills

Advanced Tier 3 support

Advanced troubleshooting

Analytical thinking

Excellent communication

Team collaboration

Education

Bachelor's degree in IT or related field

Tools

Microsoft 365

Windows 11

Mobile-device management

Job description

BTI is seeking a Tier 3 Support Professional to provide advanced end-user and business-functional support for the EEOC, resolving complex incidents beyond Tier 1/2. The role covers troubleshooting, root-cause analysis, and guidance across the EEOC’s enterprise environment, including Office 365 and Windows 11 migration.

Candidates should possess deep knowledge of supported apps, end-to-end data flows, and familiarity with USGCB guidelines, Windows 11 readiness, and mobile-device management.