Tier 3 Technical Support Specialist

Dunhill Professional Search & Government Solutions • Virginia, Minnesota, United States • 2m ago

Technical Recruiter at Dunhill Solutions Tier 3 Technical Support Specialist

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We are seeking a Tier 3 Technical Support Specialist to hire in support of the Justice- US COURTS program. This is a great opportunity for someone who thrives in complex technical environments, enjoys solving challenging system issues, and wants to play a key role in supporting and enhancing enterprise-level Power Platform applications.

Job Description

Responsible for planning, securing, debugging, deploying, and ongoing support of the applications built on the Power Platform.

Understand platform architecture, environment, develop & deploy the application, and deal with day-to-day administration and ongoing technical support.

Partner with the National Service Desk (NSD) Tier 1 & 2 team and personnel on other infrastructure engineering and application development teams to work on issues escalated to Tier 3.

Adhere to the defined incident management, problem management, change management, release management, outage communications, and service requests procedures and utilize ServiceNow.

Develop Knowledge Based Articles (KBA) and educate Tier 1 & 2 as needed.

Be available for on‑call 24x7x365 ongoing application support.

Support the onboarding of 8-10K end-users in waves of districts over a roughly 18-month period.

Help continuously improve the day‑to‑day operations of the applications and infrastructure, ensuring that end‑users are adequately supported and the overall system is stable, secure, and performs well.

System Monitoring, triage, research, resolution (via SOP) or escalations of tickets to Tier 3; analysis of ticket types and categories to identify trends and needed improvements within the applications, infrastructure, or SOPs and KBAs; ServiceNow metrics reporting on ticket acknowledgements, resolution times and aging.

Minimum Qualifications

Bachelor’s Degree in Information Technology, Computer Science or a related field or equivalent relevant experience; Master’s Degree preferred.

CompTIA A+ or ITIL certification preferred.

7-10 years of experience in information technology, systems administration or other IT related field. Specifically a minimum of Five (5) years of experience in application / infrastructure design, development, testing, or operations.

Other Job Specific Skills

Technical problem solving and implementation skills in application coding, infrastructure, or automation.

Effective communications (written and spoken).

Coordinates and tracks well across AFS and client technical and functional teams. ServiceNow ITSM (desired not required).

ITIL (desired not required).

Data Analysis / Excel; T‑SQL/MSFT SQL Server; Azure SQL Databases; Database Architecture; Extract, Transform and Load (ETL) data.

Seniority level Mid‑Senior level

Employment type Full‑time

Job Function Information Technology and Analyst

Industries IT Services and IT Consulting

Benefits

Medical insurance

Vision insurance

401(k)

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