Tier III Support Engineer - 3727

MSI is seeking an experienced Tier III Support Engineer to support a Top Government Integrator in Washington, D.C.

MSI is seeking an experienced Tier III Support Engineer to support a Top Government Integrator in Washington, D.C. The position works in the IT Service Desk functional area. The environment is enterprise based support and installation of workstations, servers, LAN, mobile devices, printers and all supporting hardware and software.


  • Documents Incident with detailed break-fix steps and resolution in HP Service Manager ticketing system.
  • Provides advanced Customer Service Support & Service Delivery functions
  • Communicates with high profile customers in a professional and courteous manner
  • Performs troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals, including software and hardware.
  • Accepts escalations from Tier II technicians to continue remote and on-site support
  • Provides remote and on-site troubleshooting for hardware and software support
  • Troubleshoots, installs and supports Windows operating systems, MAC OS, advanced MS Office products, server-related HW/SW issues, and other IT issues
  • Upgrades software components, applies patches and service packs to workstations and servers.
  • Troubleshoots advanced issues including data backup, domain issues, group policy, permissions, DNS, and other enterprise related issues.
  • Configures and maintains wireless mobile devices, including iPhones and Androids.
  • Provides customers with advanced network technical support
  • Develops and implements training session for support staff in use of equipment, software, and manuals
  • Possesses the ability to complete multiple simultaneous projects in a timely manner
  • Interfaces with infrastructure, Network Operations, database, and development personnel

Required Skills:

  • Bachelor’s degree; or 10+ years of related experience and/or training; or equivalent combination of education and experience
  • Holds at least one current Microsoft certification, server 2008 or later preferred.
  • Holds a current certification in at least one of the following: CompTIA A+, Network+, or Security+.
  • Excellent customer service skills
  • High level of Professionalism
  • Strong analytical & problem solving skills
  • Effective communication skills
  • Candidate must be able to follow defined procedures and have fine attention to detail.
  • Ability to work with little or no supervision.


??MSI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, relgion, sex, or national origin.