Helpdesk Specialist- Tier 3

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., * 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.

• 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.