Service Desk Tier 3 Engineer

Role Overview

Mi is seeking a highly skilled Service Desk Tier 3 Engineer to provide advanced technical support and engineering expertise for NIH enterprise IT environments. The Tier 3 Engineer serves as the senior escalation point for complex technical issues that cannot be resolved by Tier 1 or Tier 2 support personnel.

Provide advanced technical support, lead troubleshooting efforts, perform root cause analysis, implement corrective actions, and collaborate with infrastructure, security, and engineering teams to ensure reliable and efficient IT operations supporting NIH's critical mission.

The successful candidate will have deep technical knowledge across desktop, server, network, operating system, and enterprise application environments, and will be able to work independently and manage multiple priorities in a fast-paced environment.

• Minimum of five (5) years of experience providing advanced technical support, systems support, infrastructure support, or service desk escalation support.
• Experience supporting enterprise Windows, macOS, and Linux environments.
• Demonstrated expertise troubleshooting complex hardware, software, network, and application issues.
• Experience supporting enterprise collaboration technologies, remote access solutions, and end-user computing environments.
• Strong analytical, troubleshooting, and problem-solving skills.
• Experience performing root cause analysis and implementing corrective actions.
• Excellent written and verbal communication skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Ability to obtain and maintain a federal background investigation.

• Comprehensive Medical, Dental, and Vision Insurance
• Employer-Paid Life Insurance
• Employer-Paid Short-Term and Long-Term Disability Insurance
• 401(k)
• Paid Time Off (PTO) that includes Vacation Leave, Sick Leave, and 11 Paid Holidays
• Educational Assistance