Tier 3 Service Desk Representative

Program Overview

About The Role

We are seeking a skilled and experienced Tier 3 Service Desk Specialist to join our IT support team. In this role, you will be responsible for handling complex technical issues that have been escalated from lower service desk tiers (1 & 2) and ensuring prompt resolution. You will leverage your deep technical expertise to troubleshoot and resolve advanced problems, often involving system integrations, infrastructure, and application issues. Experience with Jira for tracking incidents and managing workflows is a must.

The ideal candidate will possess excellent problem-solving abilities, strong technical knowledge, and the ability to effectively communicate complex technical information to both technical and non-technical stakeholders.

Key Responsibilities:

• Provide expert-level support for escalated issues, troubleshooting complex software, hardware, network, and application-related problems that require deep technical expertise.

• Manage high-priority incidents, ensuring timely resolution of critical issues. Track and manage all support cases using Jira, ensuring accurate documentation, status updates, and communication throughout the lifecycle of each issue.

• Serve as the primary escalation point for Tier 1 and Tier 2 technicians. Provide guidance, training, and mentoring to junior team members, assist with troubleshooting and resolving challenging issues.

• Collaborate with development, infrastructure, network, and other technical teams to diagnose and resolve cross-functional problems. Liaise with vendors for support when necessary.

• Conduct thorough root cause analysis for recurring issues. Work with problem management teams to identify long-term solutions and ensure the implementation of preventive measures.

• Create and update documentation, knowledge articles, and troubleshooting guides for recurring issues to improve team efficiency and reduce resolution times. Ensure the knowledge base is kept up to date.

• Participate in change management processes by evaluating, testing, and implementing changes to IT systems, ensuring minimal disruption to services.

• Provide advanced support for internal systems, enterprise applications, and integrations. Troubleshoot and resolve issues related to servers, databases, networks, and cloud-based services.

• Communicate with internal customers or stakeholders to provide status updates, solution explanations, and next steps. Ensure clear and professional communication is maintained at all times.

• Monitor and report on team performance metrics, such as resolution time, customer satisfaction, and issue recurrence. Contribute to the identification of process improvements based on performance data.

*Position contingent upon Spring 2025 contract award*

Qualifications

• TS/SCI with Polygraph level clearance is required.
• BA/BS and 12+ years of experience; Masters and 10+ years of experience; an additional four years of experience may be considered in lieu of degree.
• Experience with Jira for incident management, ticket tracking, and workflow management.
• Deep technical expertise in troubleshooting complex IT issues, including hardware, software, networking, and systems management.
• Familiarity with ITSM frameworks, particularly ITIL best practices.
• Experience in cloud computing, server management, or database administration is a plus.
• Excellent problem-solving and critical-thinking skills.
• Strong communication skills, both verbal and written, with the ability to explain complex technical issues in a simple and understandable manner.
• Ability to work independently and manage time effectively in a fast-paced environment.
• In-depth knowledge of enterprise systems, applications, and network infrastructure.
• Strong customer service orientation with the ability to handle high-pressure situations.

Certifications:

• ITIL Foundation certification is preferred.

• Certifications such as CompTIA Network+, CompTIA Security+, or Microsoft Certified Solutions Expert (MCSE) are advantageous.

• Jira Software Administration certification is a plus.

Shift: Core Hours

SCA / Union / Intern Rate or Range

Details

Target Salary Range: $135,000 - $216,000. This represents the typical salary range for this position based on experience and other factors.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.