Tier III Analyst

Job Details Requisition #: 1673 Job Title: Tier III Analyst Location: Hybrid, Rosslyn, VA Clearance Level: Secret, Must Have Clearance to Start Job Description 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. Education and Background High School Diploma or equivalent (GED) required. Experience 7+ years Required Skills Maintain and implement the Tier III support structure and ticket resolution processes. Engage in ticket reviews, minor troubleshooting, and ticket assignments, provide status updates regarding current ticket load and resolution metrics. Organize trackers and work for Tier III related documentation, including Standard Operating Procedures and Knowledge Base Articles. Participate in process improvement sessions to streamline team procedures and enhance system functionality for better end customer experience. Working Conditions On site twice a week in Rosslyn, VA Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities #J-18808-Ljbffr Agile Defense