Tier III Analyst
Agile Defense•Rosslyn, VA
•Hybrid
About The Position
The Tier III Analyst role was created to strengthen the organization’s advanced support structure and ensure consistent, high‑quality resolution of complex technical issues. As systems and customer needs have grown, the team requires a dedicated specialist who can oversee ticket workflows, maintain critical documentation, and drive continuous improvement across support processes. This role plays a key part in bridging daily operational needs with long‑term enhancements, ensuring both efficient internal operations and a better overall customer experience.
Requirements
- High School Diploma or equivalent (GED) required.
- 7+ years of experience.
- Secret Clearance, Must Have Clearance to Start.
Responsibilities
- Maintaining and implementing the Tier III support structure and ticket resolution processes.
- Engaging in ticket reviews, minor troubleshooting, and ticket assignments.
- 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.
- Participating in process improvement sessions to streamline team procedures and enhance system functionality for better end customer experience.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
