Tier III Analyst
Rosslyn, Virginia, United States of America
Full Time
6 days ago
No Visa Sponsorship
About this role
Role Overview
- Strengthen the organization’s advanced support structure.
- Ensure consistent, high-quality resolution of complex technical issues.
- Oversee ticket workflows, maintain critical documentation.
- Drive continuous improvement across support processes.
- Bridge daily operational needs with long-term enhancements.
Requirements
- High School Diploma or equivalent(GED) required.
- 7+ years of experience
- Responsible for maintaining and implementing Tier III support structure and ticket resolution processes.
- Engage in ticket reviews, minor troubleshooting, and ticket assignments.
- Responsible for providing status updates regarding current ticket load and resolution metrics.
- Organizing trackers and work for Tier III related documentation, such as Standard Operating Procedures and Knowledge Base Articles.
- Participate in process improvement sessions to streamline team procedures.
Benefits
- Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities