Service Desk Technician - Tier 3

Description

EVS is seeking a Tier 3 Service Desk Technician to join our team in support of a vital customer mission. This role helps deliver a standardized set of Enterprise IT (EIT) services across 187 U.S. Air Force bases, ensuring users experience a consistent and high-quality IT environment across all mission operations. The goal: shift the USAF’s focus from network operations to mission readiness.

As a Tier 3 Service Desk Support Systems Administrator, you’ll play a key role in the ongoing health and responsiveness of the enterprise. You'll monitor and coordinate operational activity, respond to issues with urgency and precision, and oversee the full lifecycle of incident resolution. You’ll serve as the central point for network management—handling monitoring, notifications, remediation, and case tracking.

Responsibilities

• Deploy applications and updates in line with established criteria
• Troubleshoot and resolve issues related to failed patches or software conflicts
• Perform high-level diagnostics for applications and their interactions with OS platforms
• Configure, manage, and resolve issues related to Active Directory and Group Policy
• Analyze operations and develop scripts to automate and improve daily tasks
• Provide operations and maintenance (O&M) support for servers, workstations, and mobile devices
• Troubleshoot user- and system-reported incidents
• Collaborate with engineering teams to field technical solutions
• Monitor service levels and provide SLA/SLR reports as required
• Work with DAF enterprise and security teams to ensure compliance and policy alignment
• Communicate clearly and professionally with customers, stakeholders, and internal teams

Requirements

Required Qualifications

• IAT Level II certification required, such as Security+
• Experience testing, deploying, and troubleshooting Microsoft and third-party software updates
• Proficiency in managing Windows Servers and Workstations (mobile device experience is a plus)
• Experience working in a Department of Defense (DoD) environment
• Familiarity with DISA STIGs (Security Technical Implementation Guides)
• Working knowledge of ITIL v4 principles and Agile Scrum methodologies
• Skilled in Microsoft Office applications (Excel, Word, Project, Visio) and SharePoint
• Bachelor’s degree in computer science, Information Technology, or related field
• Active DoD Secret clearance
• Minimum of 3 years of relevant experience
• Strong verbal and written communication skills
• Able to work independently and take initiative in resolving complex problems
  

Other Desired Certifications

• Network+
• ITIL Foundations
• CCENT