Help Desk Specialist (Tier 3) / Application Support Specialist

Overview

Please note that this position is contingent upon the successful award of a contract currently under bid.


Goldbelt Apex, a part of the Healthcare Technology Transformation Group, is a data-focused company dedicated to process and quality in every aspect. As experts in healthcare IT experts, Apex is committed to building systems for healthcare organizations to seamlessly communicate and exchange data across different systems and devices.


Summary:

The Help Desk Specialist (Tier 3) serves as the highest internal escalation point for resolving complex technical issues and ensuring the stability of IT systems and infrastructure. This role provides expert-level troubleshooting, supports enterprise systems, leads root cause analysis, and collaborates with system and network administrators to resolve persistent or critical technical incidents. The Tier 3 Specialist also contributes to process improvements, documentation, and mentoring junior support staff.

Responsibilities

Essential Job Functions:

• Resolve advanced technical support issues escalated from Tier 1 and Tier 2 technicians, including hardware, software, network, server, and security-related problems.
• Perform in-depth diagnostics and system-level troubleshooting across Windows Server, Active Directory, Microsoft 365, and enterprise platforms.
• Analyze incident trends and perform root cause analysis to recommend and implement permanent solutions.
• Collaborate with infrastructure, security, and application teams to resolve cross-functional IT issues.
• Develop scripts, automation tools, or workarounds to improve support response time and reduce recurring issues.
• Maintain and update knowledge base articles, FAQs, and technical documentation.
• Assist in the configuration, deployment, and support of system upgrades, software rollouts, and new IT initiatives.
• Monitor system performance, logs, and alerts to proactively identify potential problems.
• Provide mentorship and training to Tier 1 and Tier 2 staff to improve first-time resolution rates.
• Participate in on-call rotation or respond to high-priority incidents after hours as needed.

Qualifications

Necessary Skills and Knowledge:

• Deep understanding of Windows and/or Mac OS environments, enterprise networking, and troubleshooting protocols.
• Proficiency in Microsoft Active Directory, Group Policy, DNS, DHCP, and remote desktop support tools.
• Strong problem-solving skills and ability to plan and deliver technical solutions independently.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities and deliver under tight deadlines.
• Strong analytical skills and attention to detail.

Minimum Qualifications:

• Associate's degree or related certifications
• At least 3-5+ years of IT support experience with at least 1-2 years in a Tier 3 or senior support capacity
• Clearance: Public Trust
• Citizenship: US Citizen by birth or naturalization

Pay and Benefits

The salary range for this position is $74,000 - $79,000 annually.

At Goldbelt, we value and reward our team's dedication and hard work. We provide a competitive base salary commensurate with your qualifications and experience. As an employee, you'll enjoy a comprehensive benefits package, including medical, dental, and vision insurance, a 401(k) plan with company matching, tax-deferred savings options, supplementary benefits, paid time off, and professional development opportunities.