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Help Desk Tier 3 Jobs (NOW HIRING)

BTI

Help Desk Tier 3 Support Personnel

Washington, DC · On-site

$23.25 - $31.50/hr

The Tier 3 Support Personnel will provide advanced technical, end-user, and business-functional ... Serve as a senior technical escalation resource for service-desk personnel and other IT support ...

Plymouth Place

Help Desk Tier 2

La Grange Park, IL · On-site

$22.50/hr

... 3+ Years' experience as a Tier 2 Help Desk Technician · Security+ Certification · ITIL Foundation Certification · A+ / Network + / Security+/MCSA / MCSE are a plus, but not required KNOWLEDGE ...

BTI

Help Desk Tier 2 Support

Washington, DC · On-site

$22.50 - $30.50/hr

Position Summary The Help Desk Tier 2 Support Specialist provides intermediate-level technical ... The Tier 2 Support Specialist will escalate complex or unresolved issues to Tier 3 support while ...

Plymouth Place, Inc.

Help Desk Tier 2

La Grange Park, IL · On-site

$22.50/hr

... • 3+ Years' experience as a Tier 2 Help Desk Technician • Security+ Certification • ITIL Foundation Certification • A+ / Network + / Security+/MCSA / MCSE are a plus, but not required ...

Robert Half

Help Desk Tier I

Austin, TX · On-site

$22 - $26/hr

Help Desk Tier I On Site | Austin, TX | Contract We are looking for a Help Desk professional to provide dependable technical support for a growing client in Austin, Texas. This long-term contract ...

Sparibis

Help Desk- Tier I

Orlando, FL · On-site +1

$19.25 - $26.25/hr

Years' Experience: 3+ years professional experience. Education: Bachelor's degree in information ... Must have Tier 1 help desk experience. * ServiceNow experience. Responsibilities * Provide Tier 1 ...

Kitsap Credit Union

Help Desk Tier I

Bremerton, WA · On-site

$28.29 - $34.09/hr

The Help Desk Tier I's role is to ensure proper computer operation so that end-users can accomplish ... Choose from a PPO medical plan or a High Deductible with a Health Savings Account * 3% KCU funded ...

Kitsap

Help Desk Tier I

Bremerton, WA · On-site

$28.29 - $34.09/hr

The Help Desk Tier I's role is to ensure proper computer operation so that end-users can accomplish ... Choose from a PPO medical plan or a High Deductible with a Health Savings Account * 3% KCU funded ...

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Help Desk Tier 3 information

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How much do help desk tier 3 jobs pay per hour?

As of Sep 9, 2026, the average hourly pay for help desk tier 3 in the United States is $23.15, according to ZipRecruiter salary data. Most workers in this role earn between $19.23 and $25.96 per hour, depending on experience, location, and employer.

What is a help desk tier 3?

Help Desk Tier 3 technicians are highly skilled IT professionals who handle the most complex technical issues that cannot be resolved by Tier 1 or Tier 2 support staff. They possess deep knowledge of systems, networks, and applications, often working closely with engineers and developers to troubleshoot and resolve advanced problems. Tier 3 technicians may also be involved in creating documentation, developing solutions for recurring issues, and providing guidance to lower-level support teams. Their role is critical in ensuring that persistent or escalated technical problems are efficiently resolved to minimize downtime and disruption.

How does a help desk tier 3 professional typically interact with other IT support tiers and departments?

As a Help Desk Tier 3 professional, you will frequently collaborate with Tier 1 and Tier 2 support teams by handling escalated issues that require advanced technical expertise. You'll also work closely with system administrators, network engineers, and software developers to troubleshoot complex problems and implement long-term solutions. This role often involves both reactive troubleshooting and proactive system improvements, requiring strong communication skills to explain technical concepts to less technical colleagues and customers. Teamwork is essential, as you'll be a key resource for resolving persistent or high-impact incidents.

What are the key skills and qualifications needed to thrive as a help desk tier 3 technician, and why are they important?

To thrive as a Help Desk Tier 3 technician, you need advanced troubleshooting skills, in-depth knowledge of operating systems and networks, and typically several years of IT support experience, often supported by certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Expert (MCSE). Familiarity with remote desktop tools, ticketing systems like ServiceNow, and diagnostic utilities is essential. Excellent problem-solving abilities, patience, and clear communication are critical soft skills for resolving complex technical issues and guiding less experienced staff. These skills and qualities ensure efficient resolution of escalated incidents, minimize downtime, and maintain high standards of customer service.

What is the difference between Help Desk Tier 3 vs Help Desk Tier 2?

AspectHelp Desk Tier 3Help Desk Tier 2
ResponsibilitiesAdvanced troubleshooting, complex issue resolution, system upgradesBasic to intermediate support, password resets, software installations
CredentialsTypically requires certifications like CompTIA A+, Network+, or Microsoft certificationsOften requires similar certifications but at a basic level
Work EnvironmentSupport for escalated issues, often working closely with Tier 1 and Tier 2 teamsFrontline support, handling initial customer inquiries
SkillsDeep technical knowledge, problem-solving, system analysisCustomer service, troubleshooting basics, communication skills

Help Desk Tier 3 handles the most complex technical issues, requiring advanced skills and certifications, while Help Desk Tier 2 manages more routine support tasks. Tier 3 often works on escalated problems that Tier 2 cannot resolve, making their roles distinct but interconnected within IT support teams.

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Help Desk Tier 3 jobs near you
Infographic showing various Help Desk Tier 3 job openings in the United States as of September 2026, with employment types broken down into 1% As Needed, 69% Full Time, 26% Part Time, and 4% Contract. Highlights an 87% Physical, 1% Hybrid, and 12% Remote job distribution, with an average salary of $48,154 per year, or $23.2 per hour.

Help Desk Tier 3 Support Personnel

Washington, DC • On-site

Business Technology Integrators
See more jobs at Business Technology Integratorsexternal

$23.25 - $31.75/hr

Full-time

Posted 7 days ago

Job description

Business Technology Integrators (BTI) is a Service-Disabled Veteran-Owned Small Business (SDVOSB) with more than 25 years of experience delivering innovative and reliable IT and engineering solutions to the Federal Government. BTI supports mission-critical programs across defense and civilian agencies, with core expertise in cybersecurity, program management, enterprise IT, and technical oversight services.
Position Overview:
The Tier 3 Support Personnel will provide advanced technical, end-user, and business-functional support for the EEOC. This position is responsible for resolving complex incidents that cannot be addressed through Tier 1 or Tier 2 desktop support. The successful candidate will perform advanced troubleshooting, root-cause analysis, application support, operating-system support, and technical consultation across the EEOC's enterprise environment.
The Tier 3 Support Personnel must possess advanced knowledge of supported applications, business processes, business rules, organizational policies, legacy systems, and end-to-end data flows. The position will also support Microsoft Office 365 applications, mobile-device management, workstation operating systems, and the EEOC's migration to Microsoft Windows 11.Resposibilities:
  • Provide Tier 3 end-user and business-functional support for incidents that cannot be resolved through Tier 1 or Tier 2 support.
  • Investigate and resolve complex technical and application-related problems requiring advanced troubleshooting, detailed analysis, and root-cause identification.
  • Analyze incidents involving supported applications, business processes, business rules, organizational policies, legacy systems, and end-to-end data flows.
  • Serve as a senior technical escalation resource for service-desk personnel and other IT support teams.
  • Troubleshoot issues involving Microsoft Office 365 applications and services, including:
    • Microsoft SharePoint
    • Microsoft OneDrive
    • Microsoft Teams
    • Microsoft PowerApps
  • Provide technical support for workstation operating systems, enterprise applications, and mobile-device management environments.
  • Support the EEOC's migration to Microsoft Windows 11 by performing application testing, compatibility analysis, troubleshooting, documentation, and technical consultation.
  • Verify that EEOC applications operate successfully within the Windows 11 environment and comply with applicable United States Government Configuration Baseline (USGCB) guidelines.
  • Identify application compatibility issues and work with appropriate technical teams to develop, test, and implement solutions.
  • Document troubleshooting procedures, technical findings, root causes, resolutions, workarounds, and recommended corrective actions.
  • Maintain accurate incident and problem-management records in accordance with established EEOC procedures.
  • Develop and update technical documentation, standard operating procedures, knowledge-base articles, and support instructions.
  • Collaborate with Tier 1 and Tier 2 support teams, system administrators, application owners, developers, business stakeholders, and other technical personnel to resolve escalated incidents.
  • Recognize recurring problems, identify trends, and recommend long-term solutions that improve system stability and the end-user experience.
  • Ensure technical support activities comply with EEOC policies, security requirements, configuration standards, and federal information-technology guidelines.
Required Knowledge, Skills, and Qualifications:
  • Demonstrated experience providing advanced Tier 3 technical, application, desktop, or enterprise support.
  • Experience resolving incidents that require advanced troubleshooting, technical analysis, and root-cause analysis.
  • Advanced knowledge of enterprise applications, business processes, business rules, legacy systems, and end-to-end system and data flows.
  • Experience supporting Microsoft Office 365, including SharePoint, OneDrive, Microsoft Teams, and PowerApps.
  • Experience supporting Microsoft Windows workstation operating systems, particularly Windows 11.
  • Experience testing, troubleshooting, and documenting operating-system migrations or enterprise workstation upgrades.
  • Knowledge of application compatibility testing and remediation within a Windows 11 environment.
  • Familiarity with USGCB requirements and federal workstation-configuration guidelines.
  • Experience supporting mobile-device management solutions and enterprise-managed devices.
  • Ability to document complex technical issues, troubleshooting steps, root causes, and final resolutions clearly and accurately.
  • Strong analytical, problem-solving, customer-service, and communication skills.
  • Ability to communicate technical information effectively to both technical personnel and nontechnical end users.
  • Ability to work collaboratively across service-desk, infrastructure, application, cybersecurity, and business-functional teams.
Preferred Qualifications:
  • Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related technical discipline. Equivalent relevant professional experience may be considered.
  • Relevant Microsoft certification involving Microsoft 365, Windows client support, endpoint administration, or Power Platform technologies.
  • ITIL Foundation, CompTIA Security+, or another relevant information-technology support certification.
  • Previous experience supporting a federal agency or other government enterprise environment.
  • Experience working within structured incident, problem, change, and configuration-management processes.

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