Helpdesk Analysts |

Job Title: Application Helpdesk Analyst III (L3)

Location: Washington DC (Onsite)

Eligibility: USC / GC Only

Job Summary:

Looking for an experienced L3 Application Support professional to handle complex issues, perform root cause analysis, and support business-critical applications. You will act as the final escalation point and work closely with IT, development, and business teams.

Key Responsibilities:

• Handle L3 escalations and resolve complex application issues
• Perform root cause analysis and provide permanent fixes
• Support and monitor applications (Prod & Non-Prod)
• Work with developers, vendors, and infrastructure teams
• Manage incidents, major incidents, and VIP escalations
• Maintain documentation, knowledge base, and reports
• Mentor L1/L2 teams and improve support processes

Required Skills:

• Strong application support experience (L3 level)
• Incident & problem management (ITIL preferred)
• Experience with logs, database queries, and integrations
• Good communication and stakeholder management