Tier 3 Technical Support

Responsibilities:

OBXtek is hiring for a position on our USDA Tier 3 support team providing advanced technical services and focusing on complex tasks that require a high level of expertise. This expertise is demonstrated through troubleshooting and diagnostic support for a variety of hardware and software related incidents to include, but not limited to: Security issues (e.g., Application control, local firewall), network issues related to items such as remote access and VPN, Active Directory user and computer object configurations, software configuration, installation and functionality issues (COTS and GOTS) and hardware issues (including VTC, workstation and server) escalated from Tier 2 that require expert level support to determine root causes and document fixes. Tier 3 shall engage and/or escalate with other CEC Federal resources, third-party Original Equipment Manufacturers (OEM) and service providers as needed to resolve the issue.

Key Responsibilities:

• Provide expertise in resolving advanced issues related to Microsoft 365, printing systems, and hardware/software challenges.
• Handle escalations from Tier 2 for root cause analysis and provide clear documentation of fixes.
• Troubleshoot security issues, including application control and local firewalls, and network problems involving remote access and VPN configurations.
• Support COTS and GOTS software installation, configuration, and functionality.

Network & Security Management

• Troubleshoot and identify issues related to DHCP, IP, DNS, VLANs, and port configurations.
• Address OSB Security Incidents and ensure compliance with security vulnerability management processes.
• Configure and maintain network printers, scanning solutions, and print queue management.

Server Administration

• Oversee server data management, print server administration, and server disk reporting.
• Respond to server alerts and manage litigation hold tickets.
• Coordinate tasks and projects involving Tier III and Federal IT resources.

Team Collaboration & Customer Service

• Serve as a point of escalation for advanced technical issues from Tier II, federal employees, and contractors.
• Document solutions in the Tier 3 Team's internal SharePoint repository
• Document solutions including errors, troubleshooting steps, and resulting failures/successes
• Collaborate with Federal IT teams, OEMs, and third-party providers for issue resolution.
• Maintain exceptional customer service and communication standards, ensuring user satisfaction and efficient problem resolution.

Monitoring & Reporting

• Monitor ITSM systems for escalations and ensure timely resolution of incidents and requests.
• Provide regular reports on AD health, server performance, and security compliance.

Qualifications:

• Strong expertise in Active Directory account management, including user and computer object configurations.
• Proficiency in SCCM, Microsoft 365, and advanced troubleshooting of network and security issues.
• Experience handling specialized account tasks such as LincPass exemptions and shared drive permissions.
• Demonstrated ability to manage a high volume of account maintenance and technical support requests.
• Excellent communication and customer service skills, with a focus on collaborative problem-solving.

Preferred Experience:

• Knowledge of USDA-specific IT systems and compliance requirements.
• Familiarity with ITSM tools and workflows for handling escalations and reporting.
• Experience managing printing systems and resolving complex hardware/software issues.

Security Clearance: Public Trust Company Information:

Headquartered in McLean, Virginia and founded in 2009, OBXtek is a growing leader in the government contracting field. Our mission is Our People…Our Reputation. Our people are trained professionals who enhance our customers' knowledge and innovation using technology, collaboration, and education.

We offer a robust suite of benefits including comprehensive medical, dental and vision plans, Flexible Spending Accounts, matching 401K, paid time off, tuition reimbursement program and much more.

OBXtek pairs lessons learned across disciplines with best practices and industry standard quality practices such as CMMI-Dev Level III, ITIL, 6Sigma, PMI, and ISO. Our rapid growth has been recognized by INC500, the Washington Business Journal, and Washington Technology magazine.

OBXtek is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, age, national origin, gender identity, disability, veteran status, sexual orientation or any other classification protected by federal, state or local law.