Tier III Help Desk Support (Jr. Sys Admin)
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Job Location:
Albuquerque, NM - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
As a Junior System Administrator (Tier II/Tier III) with our Federal partner you will provide advanced end-user and workstation/server support for complex issues that exceed Tier I scope. You will troubleshoot across Windows macOS and Linux support specialized lab applications administer accounts and policies in Active Directory and related systems and ensure timely ticket resolution and exceptional customer service. You will collaborate closely with security networking and engineering teams to uphold stringent security and operational requirements.
What Youll Do
- Resolve complex incidents and requests escalated from Tier I spanning OS application hardware and network/connectivity issues.
- Deliver technical support via in-person deskside phone chat and email meeting or exceeding SLAs.
- Administer and manage user accounts groups GPOs and security settings in Active Directory/Azure AD and related identity systems.
- Support endpoint and workstation lifecycle: imaging deployment configuration patching and vulnerability remediation.
- Install configure and troubleshoot computer and operational technology hardware peripherals and lab-specific devices; coordinate warranty/field service as needed including BIOS configuration basic operational issues (motherboard devices)
- Maintain and support custom and COTS applications including license management and version upgrades in coordination with app owners.
- Use enterprise ITSM (e.g. ServiceNow) to triage document escalate and close tickets with complete clear technical notes and user-facing summaries.
- Contribute to continuous improvement: author and update SOPs knowledge base articles and standard work; suggest process and tooling enhancements.
- Assist with virtualization and containerized environments (e.g. VMware; basic familiarity with Docker/Kubernetes helpful).
- Partner with cybersecurity to implement and validate security baselines apply patches remediate vulnerabilities and support incident response activities.
- Participate in testing/pilots for new technologies and enterprise deployments; provide feedback and rollout assistance.
- Support inventory and asset management property accountability and equipment tracking.
- Provide occasional after-hours support for priority incidents change windows or security patching as scheduled.
Qualifications :
- 24 years of IT support experience including Tier I help desk; demonstrated Tier II responsibilities and readiness to handle some Tier III tasks.
- Working knowledge of Windows 10/11 and Windows Server basics; familiarity with macOS and Linux/Unix administration.
- Experience with:
- Active Directory/Azure AD (user/group administration basic GPO management)
- Endpoint management tools (e.g. SCCM/MECM Intune JAMF or similar)
- ITSM ticketing systems (e.g. ServiceNow) and SLA-driven support
- Network fundamentals (TCP/IP DNS DHCP VPN Wi-Fi troubleshooting)
- Strong troubleshooting and root-cause analysis across OS hardware apps and connectivity.
- Excellent customer service written documentation and verbal communication skills.
- Ability to work onsite full time in a secure environment and follow strict procedures.
- Must be a U.S. Citizen and able to obtain/maintain a DOE Q or L clearance.
Nice to Have:
- Experience supporting users in national lab federal DoD/DOE or other high-security settings.
- Exposure to virtualization and containerization technologies (VMware; Docker/Kubernetes concepts).
- Scripting/automation fundamentals (PowerShell Bash or Python) for routine admin tasks.
Additional Information :
Work Schedule: Onsite
Compensation: Salary depends on experience and expertise. Compensation includes a comprehensive fringe-benefits package. RESPEC is a 100% employee-owned company and employees are eligible for participation in the Employee Stock Ownership Plan (ESOP) after a qualifying period.
Featured benefits include:
Flexible Work Schedules
Paid Parental Leave
401(k) & ESOP (with company match up to 4%)
Professional Development and Training
Tuition Reimbursement
Employee Assistance Program
Medical/Dental/Vision Insurance Plans
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
RESPEC seeks a Principal Consultant for our office in Albuquerque, NMFounded in 1969, RESPEC is a global, 100 percent employee-owned consulting and services company dedicated to delivering innovative solutions to complex challenges for private and public clients. Operating in 15 U.S. ... View more
