Tier III Support Technician

Job Description

We're seeking a customer focused Help Desk Technician to provide first line support for Microsoft technologies including Microsoft 365 (Exchange Online, Teams, SharePoint Online, One Drive), Windows 10/11, Azure Active Directory/Entra , and standard productivity applications. You will triage incidents, resolve common issues, fulfill service requests, and elevate complex problems—delivering a consistent, friendly experience to end users.

• Frontline Incident Response
  • Answer support tickets and log all interactions in the ITSM system.
  • Perform initial triage, categorize/severity score incidents, and attempt first contact resolution.
  • Follow standard operating procedures (SOPs) and knowledge base articles.
• Microsoft 365 End User Support
  • Assist with Outlook/Exchange Online: mailbox access, shared mailboxes, mail flow troubleshooting.
  • Support Microsoft Teams: sign in issues, meetings, audio/video, device setup, basic governance.
  • Help with SharePoint Online/One Drive: sync issues, permissions requests, file recovery.
• 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  resets, unlocks, conditional access checks.
  • Provision standard access per role based access controls (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, and starter guidance.
• Knowledge & Documentation
  • Maintain accurate ticket notes and user communications.
  • Contribute to the knowledge base (KB) 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.

• 5+ years in an IT support/help desk role (or equivalent practical experience).
• Working knowledge of Microsoft 365 apps (Outlook, Teams, SharePoint, One Drive).
• Windows 10/11 troubleshooting and user profile fundamentals.
• Azure AD/Entra s (password resets, MFA prompts, license assignments).
• Core networking concepts (DNS, DHCP, VPN) at a basic level.
• Microsoft 365 Admin portals (Exchange, Teams, SharePoint, Entra ).
• 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/written communication; ability to explain technical concepts simply.
• Time management and prioritization under SLA guidelines.
• Attention to detail; consistent documentation practices.
• A personal growth mindset—willingness to learn and improve.

• Experience with Intune (device compliance, app deployments) and SCCM/Config Mgr basics.
• Familiarity with Exchange Online admin center and Teams admin center (read only or guided tasks).
• Scripting exposure (Power Shell) for repetitive tasks.

• CND or GFACT, Microsoft Certified:
  Azure Fundamentals (AZ-900), Microsoft 365 Certified:
  Fundamentals (MS-900).
• CompTIA Security+ or ability to obtain one prior to employment.
• Microsoft AVD Certification highly desired.

Chesapeake, VA 23320 US (Primary)

Information Technology

Secret

Full‑time

Stratas Corp provides a complete compensation package with competitive wages and benefits that include medical, dental, and vision insurance, FSA & HSA accounts, disability and other income protection benefits, life insurance, paid personal time‑off benefits, paid holidays, and a 401K Saving Plan with a company matching contribution.

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