Tier III Administrator
Job in
Columbia, Howard County, Maryland, 21046, USA
Listed on 2026-09-06
Listing for:
Jobtailor
Per diem
position Listed on 2026-09-06
Job specializations:
-
IT/Tech
IT Support, Systems Administrator, Technical Support, HelpDesk/Support
Job Description & How to Apply Below
- Provide Tier III technical support for DISA Global Video Services (GVS) and integration of video services such as Pexip into Microsoft 365 Teams
- Provide technical support via phone and/or email to local and off-site users
- Analyze and respond to incidents, determining the required support level
- Diagnose problems, investigate causes, and recommend solutions with users
- Resolve issues within SLAs or escalated to the appropriate service-level queue
- Review incidents and incident databases to ensure efficient problem resolution
- Coordinate with internal support staff and vendors, and follow up with end-users and customers
- Process Tier II tickets to resolution and escalated appropriate tickets to Tier IV
- Provide end-to-end support for GVS and Secure-Video Teleconferencing (S-VTC) issues
- Develop and maintain Standard Operating Procedures (SOPs) and other technical/process documentation
- Support occasional weekend maintenance windows
- Provide reach back to Microsoft Office 365 product groups and developers
- Develop and maintain weekly and monthly operational metrics and detailed helpdesk metrics
- Participate in meetings with operations staff about support-related matters
- Provide daily coverage from 8:00am–5:00pm local time, Monday–Friday, with possible emergency/on-call support after hours
- Bachelor’s Degree and a minimum of 3 years’ experience
- Minimum of an active Secret security Clearance
- CompTIA Security+ or similar for IAT Level II certification
- Expertise in developing, maintaining and contributing to technical and process documentation
- Experience with M365 Teams
- Experience administering and troubleshooting systems deployed in DoW Cloud Environments (IL4/IL5/IL6)
- Experience with MS Office 365
- Experience with classified and unclassified networks
- Ability to thrive in a highly collaborative, fast-paced, growth-focused environment
- US Citizenship
Required:
Yes - Scheduled weekly hours: 40
- Travel required:
Less than 10%
Demonstrates expertise in providing Tier III technical support for video services, including Pexip and Microsoft 365 Teams, while maintaining technical documentation and operational metrics. Possesses strong problem-solving skills and the ability to collaborate effectively in a fast-paced environment.
Highest-signal resume keywords- Tier III Technical Support
- Microsoft 365 Teams
- CompTIA Security+ Certification
- Technical Documentation Development
- DoW Cloud Environment Experience
- Technical Support
- Incident Analysis
- Problem Diagnosis
- SOP Development Soft Skills
- Collaboration
- Communication
- Problem-Solving
- Adaptability
- Customer Service
- Bachelor’s Degree
- Active Secret Security Clearance
- CompTIA Security+
- DoW Cloud Environments
- Classified Networks
- Unclassified Networks
- SLAs
- Technical Support
- Pexip
- Microsoft Office 365
- GVS
- S-VTC
- Helpdesk Software
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