Help Desk Tier 3 Personnel

Business Technology Integrators (BTI) is a Service-Disabled Veteran-Owned Small Business (SDVOSB) with more than 25 years of experience delivering innovative and reliable IT and engineering solutions to the Federal Government. BTI supports mission-critical programs across defense and civilian agencies, with core expertise in cybersecurity, program management, enterprise IT, and technical oversight services.

Position Overview:

The Tier 3 Support Personnel will provide advanced technical, end-user, and business-functional support for the EEOC. This position is responsible for resolving complex incidents that cannot be addressed through Tier 1 or Tier 2 desktop support. The successful candidate will perform advanced troubleshooting, root-cause analysis, application support, operating-system support, and technical consultation across the EEOC’s enterprise environment.

The Tier 3 Support Personnel must possess advanced knowledge of supported applications, business processes, business rules, organizational policies, legacy systems, and end-to-end data flows. The position will also support Microsoft Office 365 applications, mobile-device management, workstation operating systems, and the EEOC’s migration to Microsoft Windows 11.

• Provide Tier 3 end-user and business-functional support for incidents that cannot be resolved through Tier 1 or Tier 2 support.
• Investigate and resolve complex technical and application-related problems requiring advanced troubleshooting, detailed analysis, and root-cause identification.
• Analyze incidents involving supported applications, business processes, business rules, organizational policies, legacy systems, and end-to-end data flows.
• Serve as a senior technical escalation resource for service-desk personnel and other IT support teams.
• Troubleshoot issues involving Microsoft Office 365 applications and services, including:
  • Microsoft Share Point
  • Microsoft One Drive
  • Microsoft Teams
  • Microsoft Power Apps
• Provide technical support for workstation operating systems, enterprise applications, and mobile-device management environments.
• Support the EEOC’s migration to Microsoft Windows 11 by performing application testing, compatibility analysis, troubleshooting, documentation, and technical consultation.
• Verify that EEOC applications operate successfully within the Windows 11 environment and comply with applicable United States Government Configuration Baseline (USGCB) guidelines.
• Identify application compatibility issues and work with appropriate technical teams to develop, test, and implement solutions.
• Document troubleshooting procedures, technical findings, root causes, resolutions, workarounds, and recommended corrective actions.
• Maintain accurate incident and problem-management records in accordance with established EEOC procedures.
• Develop and update technical documentation, standard operating procedures, knowledge-base articles, and support instructions.
• Collaborate with Tier 1 and Tier 2 support teams, system administrators, application owners, developers, business stakeholders, and other technical personnel to resolve escalated incidents.
• Recognize recurring problems, identify trends, and recommend long-term solutions that improve system stability and the end-user experience.
• Ensure technical support activities comply with EEOC policies, security requirements, configuration standards, and federal information-technology guidelines.

• Demonstrated experience providing advanced Tier 3 technical, application, desktop, or enterprise support.
• Experience resolving incidents that require advanced troubleshooting, technical analysis, and root-cause analysis.
• Advanced knowledge of enterprise applications, business processes,…