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# Helpdesk Specialist- Tier 3

- **Company:** Strativia LLC
- **Location:** Washington, DC, United States
- **Contract:** Permanent contract
- **Skills:** Issue Tracking Systems, Enterprise Software Applications, 3-tier Architectures
- **Published:** September 1, 2026
- **Apply:** https://diversityjobs.com/main/sendform/8/8/28176/1/18162910?backUrl=%2Fcareer%2F18162910%2FHelpdesk-Specialist-Tier-3-D-C-Washington

## About the Role

* 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.

## Description

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.