Customer Service Analyst III

Customer Service Analyst III

At Simple Technology Solutions, our people are our priority. We know our team members are more than employees—they're parents, friends, volunteers, artists, and athletes. That's why we offer flexibility to help them thrive personally and professionally while delivering exceptional solutions to our Federal Government clients.

Our culture is built on collaboration, continuous learning, and excellence. We are mentors and thought leaders who share knowledge and foster growth. Recognized as a "Best Place to Work," we believe a range of perspectives helps us drive innovation and exceed customer expectations. At STS, taking care of our people isn't a perk—it's the standard.

As an 8(a) HUBZone company, we also offer special incentives for team members living in qualified HUBZones. Check out the HUBZone map to see if you qualify!

Simple Technology Solutions is looking for a Customer Service Analyst (Tier III) to join our team.

Quick Position Overview:

• U.S. Citizenship is required
• Bachelor's degree (or equivalent experience) is required
• Minimum of 6–8 years of position-related experience is required
• Location: On-site in Arlington, VA. No remote-work option available.

The Role:

The Customer Service Analyst (Tier III) provides advanced technical troubleshooting, incident analysis, and problem management support within a structured ITSM framework. This position serves as the highest escalation point for service desk incidents and plays a key role in driving continuous improvement, service reliability, and documentation accuracy.

The Tier III Analyst combines hands-on technical problem-solving with leadership in process improvement, mentoring Tier I–II staff, and ensuring operational excellence through root-cause analysis and proactive issue management.

The Customer Service Analyst (Tier III) at STS will:

• Serve as the final escalation point for complex incidents impacting infrastructure, systems, or end-user operations.
• Conduct advanced troubleshooting and root-cause analysis to identify, document, and resolve recurring issues.
• Collaborate with network, system, and application teams to ensure timely and effective resolution of escalated incidents.
• Lead ticket quality reviews and trend analysis to support continuous service improvement initiatives.
• Author and maintain technical Knowledge Articles (KAs) to enhance the service desk's operational maturity.
• Mentor Tier I–II personnel to improve troubleshooting efficiency, ticket accuracy, and customer service performance.
• Monitor and analyze key operational metrics using tools such as ServiceNow, Splunk, or CloudWatch.
• Participate in change, configuration, and problem review meetings to align operations with ITIL best practices.
• Ensure compliance with all contractual standards for security, accessibility, and records management.

Education and Experience:

Required:

• Bachelor's Degree in Information Technology, Computer Science, or a related field.
• 6–8 years of IT service desk or escalation-level support experience in enterprise or government environments.
• Expertise with ServiceNow, Active Directory, Exchange Admin Center, and Azure AD.
• Demonstrated experience in root-cause analysis (RCA) and technical documentation.
• CompTIA Security+ or ITIL v4 Foundation certifications (required).
• Proven ability to communicate effectively with cross-functional teams and lead service improvements.

Preferred:

• HDI Customer Service Representative certification.
• Familiarity with AWS CloudWatch, Azure Monitor, or other observability tools.
• Experience with automation scripting (PowerShell, Python) or process optimization.
• Prior experience supporting change control, release management, or modernization initiatives.

STS is committed to equal employment opportunity. STS provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination, harassment, and retaliation of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, marital status, family responsibilities, matriculation, personal appearance, political affiliation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Applicants may request removal from our applicant database, or specific information about how the data is used by contacting recruiting@simpletechnology.io.