Quantum Sky is searching for a Tier 3 Support Personnel for the EEOC OCIO Enterprise Helpdesk. This source-limited Key Personnel posting is based on the PWS Tier 3/escalated support requirements; the source package does not provide a separate Tier 3 priced labor category, annual hours, degree requirement, certification requirement, or years-of-experience threshold. 

Tier 3 Support Personnel will provide advanced analysis and resolution for incidents escalated beyond Tier 1 and Tier 2 support, working across supported applications, business processes, legacy systems, data flows, hardware, software, telecommunications issues, and EEOC OCIO management coordination. 

Responsibilities:

• Provide advanced end-user and business-functional support for incidents that cannot be resolved through Tier 1 or Tier 2 desktop support. 
• Review and validate that incidents require escalation beyond Tier 1 and Tier 2 support. 
• Initiate advanced troubleshooting and root-cause analysis for complex issues requiring higher-level technical analysis and resolution. 
• Determine whether incidents are isolated events or indicators of broader system-wide issues. 
• Classify incidents, document findings, and analyze incidents in relation to previously reported tickets, known issues, and historical trends. 
• Apply advanced knowledge of supported applications, business processes, business rules, policies, legacy systems, and end-to-end data flows. 
• Address hardware, software, and telecommunications problems requiring in-depth technical analysis, multi-team coordination, or EEOC OCIO management authorization/action. 
• Ensure all incidents are thoroughly documented with clear descriptions, technical terminology, business impacts, and supporting information sufficient for analysts, technical staff, or business process owners to independently understand and investigate the issue. 
• Maintain complete documentation, analysis, and supporting artifacts within the service ticketing system. 
• Document resolutions, obtain required approvals from the Help Desk Manager or designated EEOC management, and close tickets in accordance with established procedures. 
• Provide advanced technical support for enterprise-supported applications and support the Government’s evolving software environment without degradation of service or interruption to mission operations when changes remain within the PWS scope.
• Support technical troubleshooting related to Microsoft Office 365, Windows 11 migration, USGCB compliance, application installation/de-installation, configuration settings, application integration, endpoint remediation, desktop virus scan support, data recovery, and backup activities as assigned. 
• Support weekly and monthly Help Desk reporting by ensuring Tier 3 calls and contractor-assigned support calls are accurately documented and available for reporting. 
• Support security incident response data collection and corrective action documentation when technical incidents or vulnerabilities require Tier 3 assistance. 

Required:

• Bachelor’s degree in information technology, Computer Science, Information Systems, or a related field. 
• Highly qualified and experienced personnel capable of performing advanced systems support in accordance with the PWS. 
• Broad knowledge and understanding of information systems and best practices in software development and maintenance. 
• Demonstrated ability to perform advanced incident analysis, root-cause analysis, documentation, escalation coordination, ticketing, and cross-team troubleshooting. 
• Ability to work with supported applications, business processes, policies, legacy systems, and end-to-end data flows. 
• Ability to support hardware, software, telecommunications, Microsoft 365, Windows 11, USGCB, endpoint security, ticketing, and enterprise application issues within the scope of the PWS. 
• Acceptable command of the English language and ability to pass COR resume review. 
• No source-specific degree, certification, or minimum years-of-experience requirement is provided for Tier 3 Support Personnel in the source package. 

Clearance: 

• Must currently possess or be able to favorably pass a full-field five-year employment background investigation prior to performing work under the contract. 
• Must have at least a Background Investigation (BI). The PWS states the process normally requires a completed SF-85P, “Questionnaire for Public Trust Positions,” and references OPM suitability standards. 

Location:

• Primary on-site work location is EEOC Headquarters, 131 M Street NE, Washington, DC 20507. Each Work Order will specify the work location. 
• On-site work is generally performed between 7:00 a.m. and 7:00 p.m. Eastern Time, Monday through Friday, excluding legal holidays and Federal Government closures, unless otherwise requested by the COR. 
• Limited travel may be required during the period of performance if approved by the COR. On-site and off-site support resources must be located within the United States. 
• Ad hoc telework may be permitted as part of on-site services if approved by the COR; telework schedules require mutual agreement and formal incorporation under the contract or bilateral modification. 

Compensation:

• Compensation is unique to each candidate and relative to the skills and experience they bring to the position. The salary range for this position is typically between 95-115K. This does not guarantee a specific salary as compensation is based upon multiple factors such as education, experience, certifications, and other requirements, and may fall outside of the above-stated range.

Benefits: