Tier 3 Service Desk Technician
J
JobgetherFederal IT Support
Based in United StatesFull-TimeSenior
SalaryTarget salary of up to $124,000.
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Job Details
- Experience
- 5+ years
- Required Skills
- AgileTroubleshooting
Requirements
- 5+ years of experience in Tier 2 or Tier 3 service desk, application support, or related technical support.
- Associate's degree in Information Technology, Computer Science, or equivalent relevant professional experience.
- Strong troubleshooting experience across enterprise applications, integrations, and data flows.
- Experience using ITSM or enterprise ticketing platforms for incident and knowledge documentation.
- Experience diagnosing software errors, bugs, and performance issues using logs and diagnostic tools.
- Ability to explain technical concepts clearly to technical teams and end users.
- Strong organizational and prioritization skills for managing support requests against service levels.
- Ability to work independently and collaboratively in a cross-functional environment.
Responsibilities
- Provide advanced technical support to application users and Tier 2 service desk teams.
- Troubleshoot complex application, system, integration, performance, configuration, and data issues.
- Perform root cause analysis and identify recurring incident patterns for continual service improvement.
- Collaborate with developers, DBAs, DevSecOps, and cybersecurity teams to resolve cross-functional issues.
- Support software releases, system updates, testing, and production implementation.
- Create and maintain knowledge articles, SOPs, and troubleshooting guides.
- Participate in Agile ceremonies and communicate technical status to stakeholders.
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