Tier III Support Technician (Shift Schedules: Day, Evening, and Night)

Stratas Corporation, Inc.; Chesapeake (VA); On-site; USD 50,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

FSA & HSA accounts

401(k) with company matching

Job summary

Stratas Corporation, Inc. is seeking an experienced IT Support Specialist for frontline incident response and support in the Hampton Roads area. This full-time position requires a strong background in Microsoft 365 and Windows troubleshooting, with a focus on providing excellent customer service.

The ideal candidate will have over 5 years of experience, relevant certifications like Microsoft 365 Certified: Fundamentals, and a mindset for personal growth. A comprehensive benefits package is offered.

Qualifications

• Must have 5+ years in IT support or equivalent practical experience.
• Strong knowledge of Microsoft 365 apps and Windows troubleshooting required.
• Experience with Azure AD basics and core networking concepts needed.

Responsibilities

• Provide frontline incident response and log interactions.
• Assist users with Microsoft 365 applications.
• Troubleshoot Windows 10/11 login and device issues.

Skills

5+ years in IT support/help desk

Microsoft 365 apps knowledge

Azure AD basics

Core networking concepts

Customer service skills

Technical communication

Time management

Attention to detail

Education

Microsoft 365 Certified: Fundamentals (MS 900)

CompTIA Security+

Tools

Ticketing/ITSM platforms

Microsoft Intune

Remote support tools

Job description

Job Overview

At StratasCorp, we are focused on putting employees first while delivering leadership in the Department of Defense Information Technology sector. We value corporate culture, leadership, diversity, and commitment to quality.

Location: Hampton Roads, VA, US (Primary)

Category: Information Technology

Job Type: Full-time

Security Clearance: Secret

Security Verification: We use E-Verify to confirm the identity and employment eligibility of all new hires.

Key Responsibilities

• Frontline Incident Response – Answer support tickets and log all interactions in the ITSM system. Perform initial triage, categorize and severity score incidents, attempt first contact resolution, and follow SOPs and knowledge base articles.
• Microsoft 365 End User Support – Assist with Outlook/Exchange Online, Microsoft Teams, SharePoint Online/OneDrive, including mailbox access, shared mailboxes, mail flow troubleshooting, sign‑in issues, meetings, audio/video, device setup, and basic governance.
• Windows & Device Support – Troubleshoot Windows 10/11 login, profile and application issues; perform basic hardware diagnostics; support Intune‑managed devices (compliance checks, app installs, policy refresh).
• Accounts & Access – Process basic account tasks in Azure AD/Entra ID (password resets, unlocks, conditional access checks) and provision standard access per RBAC and approved workflows.
• Service Requests & Onboarding – Fulfill routine requests (software installs, license assignments, distribution list changes); support new hire setup (accounts, MFA enrollment, devices, starter guidance).
• Knowledge & Documentation – Maintain accurate ticket notes and user communications; contribute to the knowledge base with clear, repeatable solutions and “how‑to” guides.
• Escalation & Collaboration – Escalate unresolved issues to Tier II/III according to SLAs; collaborate with systems administrators, network engineers, and security teams when required.

Job Requirements

• 5+ years in an IT support/help desk role (or equivalent practical experience).
• Working knowledge of Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive) and Windows 10/11 troubleshooting.
• Azure AD/Entra ID basics (password resets, MFA prompts, license assignments).
• Core networking concepts (DNS, DHCP, VPN).
• Experience with Microsoft 365 Admin portals (Exchange, Teams, SharePoint, Entra ID); Intune/Endpoint Manager; SCCM as applicable.
• Ticketing/ITSM platform and remote support tools (Quick Assist, Remote Desktop, Teams).
• Endpoint security/AV (Defender for Endpoint or equivalent).
• Strong customer service, communication, and documentation skills.
• Clear verbal and written communication; ability to explain technical concepts simply.
• Time management and prioritization under SLA guidelines.
• Attention to detail and consistent documentation practices.
• A personal growth mindset – willingness to learn and improve.

Preferred Qualifications

• Experience with Intune device compliance and app deployments; SCCM/ConfigMgr basics.
• Familiarity with Exchange Online admin center and Teams admin center (read‑only or guided tasks).
• Scripting exposure (PowerShell) for repetitive tasks.

Certifications Required

• Microsoft 365 Certified: Fundamentals (MS 900)
• CompTIA Security+

Certifications Desired

• CND, GSEC, or GFACT
• Microsoft AVD Certification

Additional Information

We offer a comprehensive compensation package with competitive wages and benefits, including medical, dental, vision, FSA & HSA accounts, disability and other income protection benefits, life insurance, paid personal time off, paid holidays, and a 401(k) savings plan with a company matching contribution.

StratasCorp is committed to equal opportunity in employment, actively seeking to build a diverse and talented workforce, including individuals with disabilities and protected veterans.