Senior Technical Support Specialist

Our company is seeking a Help Desk Tier III Specialist, Senior to support the Department of Defense at USAREUR-AF located in Wiesbaden, Germany. Positions are available in Poland, Netherlands, Romania, Bulgaria, Lithuania, Latvia, Kosovo, and Wiesbaden, Germany.

Responsibilities:

• Perform daily checks of various IT services for the mission by completing detailed checklists and relaying the status of all items on the checklist daily.
• Answer client questions or resolve computer problems in person, via telephone, or electronically.
• Troubleshoot and resolve basic computer, application, system, device, access, or performance issues.
• Intake Help Desk tickets and prioritize them per customer expectations and guidance.
• Plan and lead major technology assignments and function as a technical expert across multiple project assignments.
• Escalate Tier 3 tickets by entering them in a supporting system for visibility and communication purposes. Communicate with Tier 3 support partners for issue resolution.
• Advise users on methods, steps, and actions to resolve and avoid future issues and provide documentation as needed.
• Provide assistance concerning the use of computer hardware and software, including printing installation, word processing, e-mails, and operating systems.
• Evaluate performance results and recommend major changes affecting short-term project growth and success.
• Support project reports by providing metrics, reports, and other information on a daily, weekly, and monthly basis.
• Follow established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards.
• Serve as a subject matter expert (SME) for escalated and complex technical issues.
• Support installations or upgrades of software or devices, set up user profiles, or re-set passwords.

Qualifications:

• US Citizen with a current Top-Secret Clearance and eligibility for SCI.
• Bachelor's degree in an IT-related field and at least five years of relevant work experience.
• Proven experience in problem-solving abilities in a technical support role, with a focus on Level 3 responsibilities.
• Excellent knowledge of computer systems, software applications, and advanced troubleshooting methodologies.
• Exceptional problem-solving and analytical skills, with the ability to think critically and make sound decisions under pressure.
• Demonstrated ability to manage multiple priorities and work in a fast-paced environment.
• Experience with Windows Server 2016 and 2019 Operations Systems, Azure, Active Directory, DNS, RMM, and PSA tools.
• Experience creating or updating and formatting How To / standard operating procedure documentation in Microsoft Word.
• Experience troubleshooting network-related/site down issues.
• Excellent communication skills and ability to work in a team.
• Strong customer-service orientation.
• Proficiency with Microsoft 365 and ability to prioritize multiple concurrent projects and tasks efficiently.

We seek candidates with expertise in IT services and solutions, delivering mission-focused digital transformation that drives measurable success. Our expertise spans four core technology domains—Network Modernization, Hybrid Cloud, Cybersecurity, and Enterprise IT.

Highlights of our benefits include Health/Dental/Vision, 401(k) match, Flexible Time Off, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and maternity/paternity leave.

At our company, we believe that success starts with our people. We foster a collaborative, innovative, and mission-driven environment where every team member plays a critical role in shaping the future of technology.