Tier III Help Desk Support*

Location: Scott AFB, IL

Required Clearance: Secret

Required Education: Bachelor’ s Degree in relevant field.

Required Experience: Six+ (6+) years of relevant experience.

Description

PingWind is seeking a highly skilled and experienced Tier III Help Desk Support to join our dynamic team. Tier III Help Desk Support Specialist is a senior-level position responsible for resolving the most complex technical issues and providing advanced support to end-users. This role requires a deep understanding of various IT systems, applications, and networks. The Tier III specialist works closely with Tier I and Tier II support teams to ensure issues are escalated and resolved efficiently, maintaining high levels of customer satisfaction.

Responsibilities

• Provide expert-level troubleshooting and resolution of hardware, software, and network issues.

• Diagnose and resolve complex technical problems escalated from Tier I and Tier II support teams.

• Conduct root cause analysis for recurring issues and implement permanent solutions.

• Perform regular maintenance and updates on IT systems, including servers, network devices, and applications.

• Assist in the planning and execution of system upgrades and migrations.

• Ensure all systems are compliant with company policies and industry regulations.

• Offer advanced technical support to end-users, ensuring timely and effective resolution of issues.

• Develop and maintain documentation for troubleshooting processes and solutions.

• Provide training and guidance to Tier I and Tier II support staff to enhance their technical skills.

Requirements

• Minimum of 3 years of experience in IT support, with at least 1 years in a Tier III or senior support role.

• Work closely with other IT teams to coordinate efforts and ensure comprehensive support.

• Communicate effectively with end-users to understand their issues and provide clear, concise solutions.

• Liaise with external vendors and service providers for advanced support and warranty claims.

• Monitor IT systems and networks for performance issues and security threats.

• Generate regular reports on support activities, system performance, and issue trends.

• Analyze support data to identify areas for improvement and implement best practices.

• Lead the resolution of major incidents, ensuring minimal disruption to business operations.

• Participate in problem management activities to identify and mitigate the root causes of recurring issues.

Preferred Qualifications

CompTIA A+, CompTIA Network+, or Microsoft Certified: Modern Desktop Administrator Associate; Microsoft Certified: IT Support Professional

Certifications

· Security+

About PingWind

PingWind is focused on delivering outstanding services to the federal government. We have extensive experience in the fields of cybersecurity, development, IT infrastructure, supply chain management and other professional services such as system design and continuous improvement. PingWind is a VA CVE certified Service-Disabled Veteran-Owned Small Business (SDVOSB) with offices in Washington DC and Northern Virginia. www.PingWind.com

Our benefits include:

Paid Federal Holidays

Robust Health & Dental Insurance Options

401k with matching

Paid vacation and sick leave

Continuing education assistance

Short Term / Long Term Disability & Life Insurance

Employee Assistance Program through Sun Life Financial EAP Guidance Resources

Veterans are encouraged to apply

PingWind, Inc. does not discriminate in employment opportunities, terms, and conditions of employment, or practices on the basis of race, age, gender, religious or political beliefs, national origin or heritage, disability, sexual orientation, or any characteristic protected by law.