**Description** Tyto Athene is searching for a **Help Desk Tier III Specialist, Senior** supporting the Department of Defense (DoD) at USAREUR-AF (United States Army Europe & Africa) located in Wiesbaden, Germany. Positions are available in Poland (BemowoPiskie, Konotop, Swietoszow, Zagan), Netherlands, Romania, Bulgaria, Lithuania, Latvia, Kosovo, and Wiesbaden, Germany. **Responsibilities:** + Perform a daily check of various IT services for the mission by completing a detailed checklist and relaying the status of all items on the checklist daily. + Answer questions or resolve computer problems for clients in person, or via telephone or electronically. + Troubleshoot and resolves basic computer, application, system, device, access, or performance issues. + Intake Help Desk tickets and prioritize them per customer expectations and guidance. + Plan and lead major technology assignments and function as a technical expert across multiple project assignments. + Escalate Tier 3 tickets by entering them in a supporting system for visibility and communication purposes. Communicate with Tier 3 support partners for issue resolution. + Advise users on the methods, steps and actions to resolve and avoid future issues and provide documentation as needed. + Provide assistance concerning the use of computer hardware and software, including printing installation, word processing, e-mails, and operating systems. + Evaluate performance results and recommend major changes affecting short-term project growth and success. + Support project reports by providing metrics, reports, and other information on a daily, weekly, and monthly basis. + Follow established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. + Serve as a subject matter expert (SME) for escalated and complex technical issues. + Support installations or upgrades of software or device, set up user profiles, or re-set passwords. + Utilize product information or solution database to research trouble shoot and deliver solutions. **Qualifications** **Required:** + US Citizen and currently holds a Top-Secret Clearance with eligibility for SCI. + Bachelor’s degree in an IT-related field and at least five years of relevant work experience. + Proven experience in problem-solving abilities in a technical support role, with a focus on Level 3 responsibilities. + Excellent knowledge of computer systems, software applications, and advanced troubleshooting methodologies. + Exceptional problem-solving and analytical skills, with the ability to think critically and make sound decisions under pressure. + Demonstrated ability to manage multiple priorities and work in a fast-paced environment. + Experience with Windows Server 2016 and 2019 Operations Systems, Azure, Active Directory, DNS, RMM and PSA tools. + Experience creating or updating and formatting How To / standard operating procedure documentation in Microsoft Word. + Experience troubleshooting network-related/site down issues. + Excellent communication skills and ability to work in a team. + Strong customer-service orientation. + Proficiency with Microsoft 365 and ability to prioritize multiple concurrent projects and tasks efficiently. **Desired:** + Advanced certifications such as Microsoft Certified: Modern Desktop Administrator Associate, Azure certifications, and ITIL v3/v4 Intermediate or higher. + Work with the Naval Maintenance Community, United States Navy or the Department of Defense. + Experience with Virtual Desktop environments. + Understanding of DoD Military Standards. **About Tyto Athene** **Compensation:** + Compensation is unique to each candidate and relative to the skills and experience they bring to the position. 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:** + Highlights of our benefits include Health/Dental/Vision, 401(k) match, Flexible Time Off, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and maternity/paternity leave. Tyto Athene is a trusted leader in IT services and solutions, delivering mission-focused digital transformation that drives measurable success. Our expertise spans four core technology domains—Network Modernization, Hybrid Cloud, Cybersecurity, and Enterprise IT—empowering our clients with cutting-edge solutions tailored to their evolving needs. With over 50 years of experience, Tyto Athene proudly support Defense, Intelligence, Space, National Security, Civilian, Health, and Public Safety clients across the United States and worldwide. At Tyto Athene, we believe that success starts with our people. We foster a collaborative, innovative, and mission-driven environment where every team member plays a critical role in shaping the future of technology. Are you ready to join #TeamTyto? Tyto Athene, LLC is an Equal Opportunity Employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, [sexual orientation, gender identity,] national origin, disability, status as a protected veteran, or any characteristic protected by applicable law. Submit a Referral (https://careers-gotyto.icims.com/jobs/1307/help-desk-tier-iii-specialist%2c-senior/job?mode=apply&apply=yes&in\_iframe=1&hashed=-1834326889) **Location** _DE-APO_ **ID** _2025-1307_ **Category** _Information Technology_ **Position Type** _Full-Time_