Tier III Analyst (IT Support)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
TL;DR
Tier III Analyst (IT Support): Managing and optimizing the Tier III support structure and ticket resolution processes with an accent on workflow oversight, documentation, and continuous process improvement. Focus on bridging daily operational needs with long‑term technical enhancements to improve overall customer experience.
Location: Hybrid, Rosslyn, VA (On-site twice a week). Must have Secret Clearance to start.
Company
Provider of adaptive innovation and advanced technology integration for national security and critical civilian missions.
What you will do
- Maintain and implement the Tier III support structure and ticket resolution processes.
- Perform ticket reviews, minor troubleshooting, and ticket assignments.
- Provide regular status updates regarding current ticket load and resolution metrics.
- Organize and create Tier III documentation, including Standard Operating Procedures (SOPs) and Knowledge Base articles.
- Participate in process improvement sessions to streamline team procedures and enhance system functionality.
Requirements
- 7+ years of relevant experience.
- High School Diploma or equivalent (GED).
- Active Secret Clearance is mandatory to start.
- Must be based in or able to commute to Rosslyn, VA for hybrid work (2 days/week).
Culture & Benefits
- Culture driven by the "6Hs": Happy, Helpful, Honest, Humble, Hungry, and Hustle.
- Collaborative environment where employees are treated as valued family members.
- Commitment to integrity, transparency, and a relentless work ethic to advance national security missions.
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