Helpdesk Specialist- Tier 3

Strativia; Washington (District of Columbia); On-site; USD 90,000 - 120,000; Full time

Job summary

Strativia is seeking a Tier 3 Support Specialist to deliver advanced technical support for escalated enterprise IT incidents and applications, distinguishing between isolated versus enterprise-wide issues and guiding resolution with cross-functional teams.

You will perform root-cause analysis, document findings in the ticketing system, and coordinate with system administrators and application teams to restore services using established procedures.

Qualifications

• Advanced experience with enterprise application support and root-cause analysis.
• Experience with incident classification, escalation, and ticket documentation.
• Experience in enterprise IT-support environments.
• Strong analytical and problem-solving skills.
• Ability to obtain and maintain a Public Trust background investigation.

Responsibilities

• Provide advanced technical support for incidents escalated beyond Tier 1 and 2.
• Validate escalations and initiate advanced troubleshooting.
• Perform root-cause analysis.
• Determine whether issues are isolated or system-wide.
• Classify incidents and document technical findings.
• Support enterprise applications and related technical systems.
• Coordinate with system administrators and engineering teams.
• Document troubleshooting and resolutions in the service ticketing system.
• Analyze recurring incidents and trends.
• Assist with incident restoration and closure per procedures.

Skills

Advanced enterprise support

Root-cause analysis

Incident classification

Technical escalation

Service-ticket documentation

Education

Microsoft and/or security certifications preferred

Job description

Purpose

The Tier 3 Support Specialist provides advanced technical support and root-cause analysis for escalated enterprise IT incidents and application issues. This position evaluates complex technical problems, determines whether incidents are isolated or enterprise-wide, and works with technical teams to resolve issues that cannot be addressed at Tier 1 or Tier 2.

Responsibilities

• Provide advanced technical support for incidents escalated beyond Tier 1 and Tier 2.
• Validate escalations and initiate advanced troubleshooting.
• Perform root-cause analysis.
• Determine whether technical issues are isolated or system-wide.
• Classify incidents and document technical findings.
• Support enterprise applications and related technical systems.
• Obtain required approvals and coordinate resolution activities.
• Document troubleshooting, findings, and resolutions in the service ticketing system.
• Analyze recurring incidents and technical trends.
• Coordinate with system administrators, engineers, application teams, and other technical resources.
• Support service restoration and incident closure in accordance with established procedures.

Qualifications

• Advanced experience with enterprise application support, troubleshooting, and root-cause analysis required.
• Experience with incident classification, technical escalation, and service-ticket documentation.
• Experience working in enterprise IT-support environments.
• Strong analytical and problem-solving skills.
• Experience identifying trends and determining whether incidents indicate broader system issues.
• Relevant Microsoft and/or security certifications preferred.
• Ability to successfully complete and maintain a Public Trust background investigation.

Strativia understands that our staff is our number one asset. Therefore, we provide competitive salaries and health benefits along with a robust training and development plans to help ensure that our employees are happy and motivated.

Strativia is an Equal Opportunity Employer. Strativia in accordance with applicable law, does not discriminate in hiring or otherwise in employment on the basis of race, color, religion, sex, national origin, age, marital or veteran status, disability, sexual orientation, and any other legally protected status. EOE/AA/Vets