Senior Tier 3 IT Support & Root-Cause Specialist

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

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.