Tier III Support Technician

Job Overview

At Stratas Corp, 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.

• 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/One Drive, 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  (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.

• 5+ years in an IT support/help desk role (or equivalent practical experience).
• Working knowledge of Microsoft 365 apps (Outlook, Teams, SharePoint, One Drive) and Windows 10/11 troubleshooting.
• Azure AD/Entra s (password resets, MFA prompts, license assignments).
• Core networking concepts (DNS, DHCP, VPN).
• Experience with 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 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.

• Experience with Intune device compliance and app deployments; 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.

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

• CND, GSEC, or GFACT
• Microsoft AVD Certification

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.

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.