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Helpdesk Specialist- Tier 3
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:
Qualifications:
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. If you are interested in the opportunity above please contact us and join a dynamic, fun and, fast growing organization.
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, or any other legally protected status. EOE/AA/Vets
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. If you are interested in the opportunity above please contact us and join a dynamic, fun and, fast growing organization.
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, or any other legally protected status. EOE/AA/Vets