3rd Level Support Analyst
Location: Mechanicsburg, PA
Work Arrangement: On-site; remote work may be available based on business needs and management discretion
Schedule: Monday Friday, 8:00 AM 4:00 PM, 40 hours/week
Contract: Through June 30, 2027, with potential for extension
Interview: In-person
Position Overview
We are seeking an experienced 3rd Level Support Analyst to provide advanced technical support for enterprise endpoint, virtual desktop, device management, and specialized computing environments.
The ideal candidate will have strong hands-on experience with SCCM/MECM, application packaging and deployment, Operating System Deployment (OSD), VDI, AirWatch/Workspace ONE, Windows, and Active Directory.
Key Responsibilities
- Provide Level 3 technical support for complex hardware and software issues.
- Troubleshoot and resolve escalated issues from IT support teams and end users.
- Support SCCM/MECM deployments, application packaging, and software distribution.
- Maintain and troubleshoot OSD task sequences and related packages.
- Support AirWatch/VMware Workspace ONE environments, including device and asset management.
- Provide daily support for VDI environments, including session and connectivity troubleshooting.
- Perform troubleshooting, testing, and customization of specialized computing environments.
- Evaluate hardware and software requirements and provide recommendations for purchases and system integration.
- Perform operating system, network, and application interoperability and compatibility testing.
- Test and evaluate new applications, technologies, and beta products.
- Analyze security and directory service requirements related to enterprise systems.
- Assist with system integration, implementation, and technology evaluations.
- Provide technical guidance, documentation, and instruction to IT support staff and end users.
Required Skills & Experience
- 5+ years of experience in enterprise IT support, desktop support, endpoint management, or systems support.
- Strong Level 3 / escalation support experience.
- Hands-on experience with SCCM/MECM.
- Experience with application packaging and software deployment.
- Experience with OSD, Windows imaging, and SCCM task sequences.
- Experience supporting VDI environments.
- Experience with AirWatch / VMware Workspace ONE / UEM.
- Strong Windows hardware and software troubleshooting skills.
- Experience with Active Directory / Directory Services.
- Knowledge of enterprise networking, security, and system integration concepts.
- Strong analytical, troubleshooting, communication, and problem-solving skills.
Preferred Skills
- PowerShell scripting
- VMware Horizon or Citrix
- Microsoft Intune
- Enterprise endpoint management
- System integration and compatibility testing
- Hardware/software evaluation
- Experience supporting large enterprise or government environments
Important Requirements
- Position is primarily on-site in Mechanicsburg, PA.
- Candidates must be available for an in-person interview.
- Commonwealth-issued equipment must be picked up on the first day.
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