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Tier 3 Technical Support Jobs (NOW HIRING)

American Systems

Service Desk Tier 2/3 Support

Mclean, VA · On-site

$93K - $101K/yr

Service Desk Tier 2/3 Support Location US-VA-McLean ID 2026-4575 Category IT / Cyber Security / ... Provides engineering and technical support performed by professionals experienced in general ...

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Tier 3 Technical Support information

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How much do tier 3 technical support jobs pay per hour?

As of Jul 1, 2026, the average hourly pay for tier 3 technical support in the United States is $26.05, according to ZipRecruiter salary data. Most workers in this role earn between $19.23 and $28.37 per hour, depending on experience, location, and employer.

What types of complex issues does a Tier 3 Technical Support specialist typically handle, and how do they interact with other support tiers?

Tier 3 Technical Support specialists are responsible for resolving the most advanced and complex technical issues that cannot be solved by Tier 1 or Tier 2 teams. They often work closely with engineering, product development, and occasionally directly with customers to diagnose and resolve deep-rooted problems, such as software bugs or infrastructure failures. Collaboration with lower-tier support is common, as Tier 3 may provide guidance, documentation, and training to help prevent recurring issues. This role requires strong analytical skills, in-depth technical knowledge, and excellent communication to ensure effective solutions and knowledge sharing across the organization.

What is the difference between Tier 3 Technical Support vs Tier 2 Technical Support?

AspectTier 3 Technical SupportTier 2 Technical Support
CredentialsRelevant certifications (e.g., CompTIA, Cisco)Similar certifications, often less advanced
Work EnvironmentAdvanced troubleshooting, specialized teamsFrontline support, customer interaction
ResponsibilitiesResolving complex issues, providing expert solutionsHandling common problems, escalating complex cases
Industry UsageIT, networking, software supportIT, customer service, technical support

In summary, Tier 3 Technical Support focuses on resolving complex, advanced issues requiring specialized knowledge, while Tier 2 Technical Support handles more routine problems and escalates complex cases to Tier 3. Both roles are essential in the technical support hierarchy, with Tier 3 providing expert-level assistance.

What are Tier 3 Technical Support specialists?

Tier 3 Technical Support specialists are highly skilled IT professionals who handle the most complex and advanced technical issues that cannot be resolved by lower-level support teams. They possess deep expertise in specific products, systems, or technologies and often work closely with engineering or development teams to diagnose and fix critical problems. Tier 3 support may involve in-depth troubleshooting, code-level analysis, and creating solutions or workarounds for unique customer issues. Their role is essential for resolving escalated cases and ensuring customer satisfaction with advanced technical challenges.

What are the key skills and qualifications needed to thrive as a Tier 3 Technical Support specialist, and why are they important?

To excel as a Tier 3 Technical Support specialist, you need advanced troubleshooting abilities, in-depth technical knowledge of systems and networks, and often a degree in computer science or relevant certifications like CompTIA, Cisco, or Microsoft. Familiarity with ticketing systems, diagnostic tools, remote access software, and scripting or automation platforms is commonly required. Strong analytical thinking, clear communication, and patience are critical soft skills for resolving complex issues and collaborating with teams and clients. These combined skills ensure effective resolution of escalated problems, minimize downtime, and maintain customer satisfaction.
More about Tier 3 Technical Support jobs
What cities are hiring for Tier 3 Technical Support jobs? Cities with the most Tier 3 Technical Support job openings:
What states have the most Tier 3 Technical Support jobs? States with the most job openings for Tier 3 Technical Support jobs include:
What job categories do people searching Tier 3 Technical Support jobs look for? The top searched job categories for Tier 3 Technical Support jobs are:
Tier 3 Technical Support jobs near you
Infographic showing various Tier 3 Technical Support job openings in the United States as of June 2026, with employment types broken down into 80% Full Time, 14% Part Time, and 6% Contract. Highlights an 95% Physical, 2% Hybrid, and 3% Remote job distribution, with an average salary of $54,179 per year, or $26 per hour.
Service Desk Tier 2/3 Support

Service Desk Tier 2/3 Support

American Systems

Mclean, VA • On-site

$93K - $101K/yr

Other

Medical, Retirement, PTO

Posted 5 days ago

Job description


Service Desk Tier 2/3 Support
Location
US-VA-McLean
ID
2026-4575
Category
IT / Cyber Security / Network Systems
Position Type
Full-Time
Remote
Yes
Clearance Required
Secret
Overview

AMERICAN SYSTEMS is an employee-owned federal government contractor supporting national priority programs through our strategic solutions in the areas of Information Technology, Test & Evaluation, Program Mission Support, Engineering & Analysis, and Training.

Responsibilities
    Provides Tier 2 and Tier 3 user support for all stakeholders of DLSA systems, services, and components.
  • Must be able to function and make required decisions independently
  • Resolves incidents escalated from Tier 1 that require more detailed technical work and analysis.
  • Performs advanced troubleshooting, diagnosis, and resolution of system, service, application, and user-impacting technical issues.
  • Provides engineering and technical support performed by professionals experienced in general IT systems and trained to achieve expertise in a specific system or technology.
  • Supports the day-to-day operation of technology environments and contributes to the stability and high-performance functioning of the system.
  • Performs longer-term and strategic technical support activities, including support for rolling out new capabilities.
  • Documents troubleshooting steps, root cause analysis, corrective actions, and ticket resolution details in the designated ticketing system.
  • Supports Service Desk performance in accordance with required service level agreements, including first point of contact within 24 hours or next business day and resolution within 72 hours from ticket creation.
  • Coordinates with users, stakeholders, and technical teams to resolve escalated issues and maintain continuity of support services.
Qualifications
  • Bachelor's degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or related field; equivalent military training or additional relevant experience may be substituted.
  • Active Secret Clearance
  • Certifications: Security+.
  • Experience: Minimum 5 Years
  • Experience providing Tier 2 and Tier 3 technical support in an enterprise IT environment is required.
  • Strong experience in general IT systems support and advanced troubleshooting is necessary.
  • Experience supporting specific systems, applications, or technologies with deeper technical specialization is required.
  • Experience with ServiceNow IT ticketing system is required.
  • Ability to analyze escalated incidents, determine root cause, and implement corrective actions efficiently is essential.
  • Strong written and verbal communication skills are required to support technical stakeholders and end users.
  • Ability to work within defined Service Desk SLAs and operational support procedures is required.

Pay Transparency Statement
AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $93,900.00/Yr. - USD $101,000/Yr. Actual compensation will be determined based on several factors permitted by law. AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance.
EEO Statement
EEO Race/Sex/Disability Status/Veteran Status

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