Tier 3 IT Service Desk Lead

T-Rex Solutions is looking to select a Tier 3 IT Service Desk Lead to support our Department of Commerce (DOC) Office of Solution and Service Delivery (OSSD) customer. Within the DOC, the OSSD provides IT support for the Department of Commerce's Office of the Chief Information Officer (OCIO), Office of the Secretary (OS), and other bureau partners. Under this program, we will provide comprehensive IT service desk support, ensuring continuous and efficient resolution of technical issues. It includes help desk operations, incident management, service request fulfillment, and escalation handling from Tier 0 through Tier 3 support. Service hours of support are Monday through Friday 7:00am-6:00pm (desk-side support) and (walk-up help desk) or as needed such special events or emergency requirements. Work is performed on-site at the Herbert Hoover building in Washington, DC.

Responsibilities:

• The Tier 3 Service Desk Lead shall be responsible for providing expert‑level troubleshooting, overseeing complex incident and problem resolution, and ensuring technical quality across all support tiers.
• Provide advanced technical services for resolving complex and escalated IT issues with elevated administrative permissions. Responsibilities include advanced account and identity management, deep-dive diagnostics, root cause analysis, and long-term problem resolution for infrastructure components.
• Provide subject matter expertise in advanced administration and troubleshooting across M365/Azure and Active Directory, performing complex ServiceNow configuration and fulfillment activities, and applying PowerShell scripting to automate, optimize, and resolve elevated technical issues.
• Perform deep technical analysis across systems, networks, applications, and infrastructure.
• Provide advanced account and identity management services, including, but not limited to administration of Microsoft 365, Active Directory, service and privileged accounts, access controls, PIV exemptions, MFA updates, and support for employee onboarding, offboarding, and internal moves.
• Deliver messaging, collaboration, and data services support, including, but not limited to resolution of email and mailbox issues, calendar and OneDrive access, licensing administration, shared drive permissions, data recovery, and data purging in accordance with retention and compliance requirements.
• Support data governance and compliance activities, including, but not limited to FOIA and eDiscovery searches, data retrieval, and access management in accordance with established policies.
• Perform Tier 3 service desk operations and automation, utilizing ServiceNow for advanced ticket handling and PowerShell scripting to improve efficiency, while ensuring compliance with LAN SOPs and security standards.

Requirements:

• Active Top Secret clearance required
• Extensive experience administering Microsoft 365 and Azure services, including tenant management, identity and access configuration, security controls, Exchange Online, Teams, SharePoint Online, and Azure AD/Entra ID.
• Advanced Active Directory administration, including group policy management, OU design, account lifecycle operations, authentication troubleshooting, and integration with cloud identity services.
• Proven experience using ITSM modules such as Incident, Problem, Change, Knowledge, and Request Fulfillment.
• Practical knowledge of the PowerShell scripting language, including the ability to automate administrative tasks, perform bulk operations, and support system integrations.
• Demonstrated success resolving complex, multi-tier technical issues and serving as an escalation point for lower-tier support teams.
• Experience coordinating with engineering, cybersecurity, and infrastructure teams to resolve high-impact incidents and drive root-cause analysis.
• Strong background in enterprise IT operations, including monitoring, diagnostics, and adherence to ITIL-aligned processes.
• Documented ability to develop and maintain technical procedures, knowledge articles, and troubleshooting guides to support continuous improvement across the service desk.

T-Rex Overview

Established in 1999, T-Rex Solutions, LLC is a proven mid-tier business providing data-centric mission services to the Federal government as it increasingly tries to secure and leverage the power of data. We design, integrate, secure, and deploy advanced technical solutions for our customers so they can efficiently fulfill their critical objectives. T-Rex offers both IT and professional services to numerous Federal agencies and is a leader in providing high quality and innovative solutions in the areas of Cloud and Infrastructure Services, Cyber Security, and Big Data Engineering.

T-Rex is constantly seeking qualified people to join our growing team. We have built a broad client base through our devotion to delivering quality products and customer service, and to do that we need quality individuals. But more than that, we at T-Rex are committed to creating a culture that supports the development of every employee''s personal and professional lives. T-Rex has made a commitment to maintain the status of an industry leader in compensation packages and benefits which includes competitive salaries, performance bonuses, training and educational reimbursement, Transamerica 401(k) and Cigna healthcare benefits.

T-Rex is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex (including pregnancy and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors.

In compliance with pay transparency guidelines, the annual base salary range for this position is $90,000 - $120,000. Please note that the salary information is a general guideline only. T-Rex considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as market and business considerations when extending an offer.

T-Rex offers a diverse and collaborative work environment, exciting opportunities for professional growth, and generous benefits, including: PTO available to use immediately upon joining (prorated based on start date), paid parental leave, individual and family health, vision, and dental benefits, annual budget for training, professional development and tuition reimbursement, and a 401(k) plan with company match fully vested after 60 days of employment among other benefits.