Tier III Service Desk

We are seeking an experienced Tier 3 Service Desk Engineer to provide advanced technical support and operational expertise in support of enterprise endpoint migration initiatives. This role will serve as a senior escalation point for complex endpoint issues and will partner closely with Endpoint Engineering, Infrastructure, Security, and Service Desk teams to ensure successful migration activities and a stable end-user experience.

The ideal candidate will have strong troubleshooting skills across Windows endpoints, enterprise applications, identity, networking, device management, and endpoint security, along with the ability to diagnose and resolve issues that cannot be addressed through standard Tier 1/Tier 2 support processes. CLEARANCE REQUIREMENT: Must hold an active Secret security clearance prior to start. (US Citizenship required) Key Responsibilities Provide Tier 3 technical support for issues associated with endpoint migration, deployment, provisioning, and post-migration stabilization.

Troubleshoot complex Windows endpoint issues involving operating systems, drivers, applications, profiles, authentication, networking, peripherals, and device configuration. Support endpoint migration activities including device replacement, operating system upgrades, hardware refreshes, profile/data migration, application deployment, and user cutover. Investigate and resolve migration failures, deployment errors, application compatibility issues, configuration problems, and recurring endpoint incidents.

Serve as the escalation point for Tier 1 and Tier 2 Service Desk teams and provide technical guidance and knowledge transfer. Partner with Endpoint Engineering and other technical teams to identify root causes and develop sustainable remediation strategies. Support endpoint management platforms such as Microsoft Intune, Microsoft Configuration Manager (SCCM/MECM), Autopilot, or comparable enterprise management technologies. Troubleshoot Microsoft 365, Teams, Outlook, OneDrive, authentication, VPN, printing, and other business-critical endpoint services.

Assist with endpoint security controls, including device compliance, encryption, endpoint protection, and security policy troubleshooting. Develop and maintain technical documentation, knowledge articles, troubleshooting procedures, and migration runbooks. Analyze incident and migration data to identify trends, recurring failures, and opportunities for automation or process improvement. Participate in migration waves, cutovers, hypercare, and other scheduled deployment activities, including occasional after-hours support when required.

Coordinate with vendors and third-party support organizations when escalation outside the internal environment is necessary. Ensure incidents and service requests are accurately documented and resolved in accordance with established service management processes. Required Qualifications Requires High School Diploma or equivalent and 2+ years of prior relevant experience 5+ years of experience in enterprise IT support, desktop engineering, endpoint management, or service desk operations. Demonstrated experience providing Tier 3 / advanced technical support in a large enterprise environment.

Strong troubleshooting experience with Windows 10/11 endpoints and Microsoft 365. Hands-on experience with endpoint management and deployment technologies such as Microsoft Intune, MECM/SCCM, Autopilot, Group Policy, and Active Directory/Entra ID. Experience supporting enterprise endpoint migrations, hardware refreshes, operating system upgrades, or large-scale device deployments. Strong understanding of networking fundamentals including DNS, DHCP, TCP/IP, VPN, Wi-Fi, and authentication.

Experience troubleshooting endpoint applications, drivers, peripherals, certificates, profiles, and system configuration. Ability to analyze logs and system information to isolate complex technical issues. Strong incident management, problem management, and root-cause analysis skills. Excellent written and verbal communication skills. Ability to work independently while collaborating effectively across technical teams. Preferred Qualifications Experience supporting large-scale Windows 11 migrations or enterprise device modernization programs.

Experience with Microsoft Autopilot and modern endpoint management. Experience with PowerShell scripting and endpoint automation. Familiarity with Microsoft Entra ID, Conditional Access, Defender for Endpoint, BitLocker, and endpoint compliance. ITIL certification or experience working within an ITIL-based service management environment. Microsoft certifications related to endpoint administration, Microsoft 365, or Azure. Experience working in a project-based migration or transformation environment If you're looking for comfort, keep scrolling.

At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares. Original Posting: September 21, 2026 For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range: Pay Range $48,100.00 - $86,950.00 The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law. Leidos Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations.

Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $17.2 billion for the fiscal year ended January 2, 2026. For more information, visit www.Leidos.com. Pay and Benefits Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.

Securing Your Data Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to spam.leidos@leidos.com.

Commitment and Diversity All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

• High School Diploma or equivalent with 5+ years enterprise IT support and 2+ years relevant experience
• Active Secret security clearance (US Citizenship required)
• Expertise in Tier 3 Windows 10/11 support, Microsoft 365, Intune, SCCM/MECM, Autopilot, networking, and endpoint migration troubleshooting