Tier II High-End Windows Technical Support

SMS is looking for a Tier II High‑End Windows Technical Support Technician to support our ARTEMIS team. The role involves providing intermediate‑level technical support for Windows 10 or higher workstations and related hardware in a high‑performance enterprise environment.

• Provide advanced Tier II technical support for Windows‑based desktop and laptop systems in enterprise environments.
• Troubleshoot and resolve complex hardware, operating system, application, and connectivity issues escalated from Tier I support.
• Support and maintain high‑end or mission‑critical user workstations, including specialized hardware and software configurations.
• Perform advanced diagnostics on Windows OS issues, drivers, system performance, and application conflicts.
• Support Microsoft enterprise environments including Windows 10/11, Active Directory, Group Policy, and Microsoft 365.
• Assist with workstation imaging, re‑imaging, and deployment using enterprise tools.
• Manage user profiles, permissions, and device configurations in accordance with security policies.
• Coordinate with Cybersecurity, Network Operations Center (NOC), Core Service, and Field Service teams to resolve cross‑domain issues.
• Support endpoint security tools such as antivirus, encryption, and endpoint detection and response (EDR) solutions.
• Document troubleshooting steps, root causes, and resolutions within the ITSM system.
• Identify recurring issues and recommend process or configuration improvements.
• Support VIP, executive, or mission‑critical users requiring high‑touch technical support.
• Participate in after‑action reviews and contribute to SOPs and knowledge base enhancements.
• Manually install software updates, apply Security Technical Implementation Guidelines (STIG) configurations and security patches as required.
• Provide customer service with friendly, courteous, and professional oral and written communication.
• Provide support for high‑end multi‑core workstations and specialized Windows workstations.

• A minimum of 3 years of experience in Windows system administration and/or technical support.
• In-depth knowledge and experience in a Windows operating system environment.
• Hands‑on experience with Active Directory, Group Policy, and user/device management.
• Experience troubleshooting hardware, drivers, peripherals, and enterprise applications.
• Familiarity with enterprise imaging and deployment tools.
• Strong analytical, problem‑solving, and documentation skills.
• Proficient in Microsoft Office (Excel, Outlook, PowerPoint, SharePoint, Teams, Visio, Word).
• Excellent customer service and communication skills.
• MD‑102 (Microsoft Windows Endpoint Administrator Associate) Certification or CompTIA A+ 220‑1101 and 220‑1102 certifications.
• IAT‑II Level certification (CompTIA Security+).
• Ability to obtain and maintain a DoD Secret Clearance or higher.

• Experience supporting DoD or federal government IT environments.
• Experience supporting high‑end workstations or specialized engineering/scientific users.
• Experience with endpoint security tools (Bit Locker, Defender, EDR solutions).
• Experience mentoring Tier I technicians or acting as an escalation lead.
• Power Shell scripting or automation experience.