Service Desk Tier 3 Engineer

BRMi is seeking a highly skilled Service Desk Tier 3 Engineer to provide advanced technical support and engineering expertise for NIH enterprise IT environments. The Tier 3 Engineer serves as the senior escalation point for complex technical issues that cannot be resolved by Tier 1 or Tier 2 support personnel. This position requires deep technical knowledge across desktop, server, network, operating system, and enterprise application environments.

The successful candidate will lead troubleshooting efforts, perform root cause analysis, implement corrective actions, and collaborate with infrastructure, security, and engineering teams to ensure reliable and efficient IT operations supporting NIH's critical mission.

Benefits:
• Comprehensive Medical, Dental, and Vision Insurance
• Employer-Paid Life Insurance
• Employer-Paid Short-Term and Long-Term Disability Insurance
• 401(k) 
• Paid Time Off (PTO) that includes Vacation Leave, Sick Leave, and 11 Paid Holidays
• Educational Assistance

Salary: 75k-85k

Work Location: Primary place of performance is Bethesda, Maryland, supporting NIH facilities and approved remote work locations in accordance with Government policies.

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• Advanced Technical Support

  • Serve as the highest level of technical escalation for complex incidents and service requests.
  • Diagnose and resolve advanced hardware, software, operating system, network, and application issues.
  • Provide technical leadership and guidance to Tier 1 and Tier 2 support personnel.
  • Perform advanced troubleshooting across Windows, macOS, Linux, and enterprise technology environments.
  • Resolve recurring issues through root cause analysis and implementation of permanent solutions.

   

• Incident & Problem Management

  • Lead investigation and resolution of critical and high-priority incidents.
  • Analyze trends and recurring issues to identify opportunities for service improvement.
  • Develop corrective action plans to reduce incident volume and improve service quality.
  • Participate in problem management activities and post-incident reviews.
  • Document technical findings, solutions, and knowledge articles.

   

• Systems & Infrastructure Support

  • Collaborate with system administrators, network engineers, cloud engineers, and security personnel to resolve enterprise-wide issues.
  • Support endpoint management, device configuration, software deployment, and operating system troubleshooting.
  • Assist with enterprise infrastructure projects, upgrades, and technology refresh initiatives.
  • Support remote access technologies, VPN services, wireless connectivity, and collaboration platforms.

   

• Customer & Stakeholder Support

  • Provide technical consultation and support for executive leadership and VIP users.
  • Communicate technical issues, risks, and resolutions to both technical and non-technical stakeholders.
  • Maintain a strong customer service focus while addressing complex technical challenges.
  • Ensure timely resolution of escalated issues in accordance with service level agreements (SLAs).

   

• Continuous Improvement

  • Identify opportunities to improve operational processes and support procedures.
  • Develop and maintain technical documentation, standard operating procedures, and knowledge base articles.
  • Participate in testing, validation, and deployment of new technologies.
  • Mentor junior engineers and contribute to team knowledge sharing initiatives.
• Perform other duties as assigned

• Minimum of five (5) years of experience providing advanced technical support, systems support, infrastructure support, or service desk escalation support.
• Experience supporting enterprise Windows, macOS, and Linux environments.
• Demonstrated expertise troubleshooting complex hardware, software, network, and application issues.
• Experience supporting enterprise collaboration technologies, remote access solutions, and end-user computing environments.
• Strong analytical, troubleshooting, and problem-solving skills.
• Experience performing root cause analysis and implementing corrective actions.
• Excellent written and verbal communication skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Ability to obtain and maintain a federal background investigation.
• Required Certifications
  
  • LPIC-2
  • Microsoft Role-Based Certifications
  • CompTIA A+
  • CompTIA Network+
  • CompTIA Security+
  • ITIL Practitioner
• Preferred Experience
  
  • Experience supporting NIH, HHS, or other federal civilian agencies.
  • Experience supporting scientific, biomedical research, healthcare, or laboratory environments.
  • Experience supporting Microsoft 365, Teams, SharePoint, and enterprise collaboration platforms.
  • Familiarity with cloud technologies including Microsoft Azure and AWS.
  • Experience supporting ServiceNow or other IT Service Management (ITSM) platforms.
  • Experience mentoring junior technical staff and leading technical resolution efforts.

** BRMi will not sponsor applicants for work visas for this position.**

**This is a W2 opportunity only**

EOE/Minorities/Females/Vet/Disabled 

We are an equal opportunity employer that values diversity and commitment at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. Employment policies and decisions on employment and promotion are based on merit, qualifications, performance, and business needs. The decisions and criteria governing the employment relationship with all employees are made in a nondiscriminatory manner, without regard to race, religion, color, national origin, sex, age, marital status, physical or mental disability, medical condition, veteran status, or any other factor determined to be unlawful by federal, state, or local statutes.