Service Desk Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver Tier 3 support for government applications and their associated Appian environment.

• Investigate and resolve escalated issues related to applications, data, access, and workflows.

• Support and maintain applications developed on the Appian platform.

• Analyze application logs, error messages, system behaviors, and related data to determine the causes of issues.

• Carry out authorized troubleshooting and maintenance tasks utilizing elevated system access.

• Collaborate with developers, infrastructure teams, security teams, and other stakeholders to address and escalate issues.

• Engage with users to comprehend their concerns, provide status updates, and confirm issue resolutions.

• Prioritize daily tasks and manage assigned tickets in accordance with established support protocols.

• Document issue specifics, troubleshooting actions, findings, and resolutions in the ticketing system.

• Assist with testing and validating application fixes, updates, and releases.

• Create and maintain troubleshooting guides, support procedures, and knowledge base articles.

• Identify recurring issues and suggest improvements to support processes.

• Adhere to security and access control protocols when accessing systems and managing sensitive data.

• Depending on experience, lead intricate investigations, coordinate troubleshooting efforts across technical teams, provide technical guidance, mentor support personnel, and communicate issue impacts and resolutions to leadership.

⛳️ Requirements

• Experience in providing technical support, application support, or help desk assistance.

• Experience in developing, supporting, or troubleshooting applications on the Appian platform, with experience level appropriate to the position.

• Familiarity with IT service management ticketing systems, such as BMC Helix or ServiceNow, and adherence to established ticket management procedures.

• Ability to troubleshoot technical issues and effectively document findings and solutions.

• Strong customer service abilities, including active listening, empathy, and maintaining composure under pressure.

• Excellent written and verbal communication skills, with the capacity to collaborate with users and technical teams.

• CompTIA Security+ certification.

• Appian Developer certification.

• Relevant operational environment certification(s).

• U.S. citizenship.

• Active Secret security clearance.

• Meet applicable background investigation and system access requirements.

• Preferred: Experience in supporting government or DoD applications or working in a DoD context.

• Preferred: Experience in troubleshooting application integrations, data issues, and complex workflows.

• Preferred: Foundational programming knowledge acquired through coursework or practical experience.

• Preferred: Experience in supporting application releases, incident management, or enhancing support processes.

• Preferred: Experience in mentoring or assisting less experienced technical support staff.

• Preferred: Familiarity with ITIL practices or experience in an ITIL environment.

🏝️ Benefits

• Medical insurance through Cigna.

• Dental insurance through Principal.

• Vision insurance through Principal.

• 401(k) plan.

• Paid time off (PTO).

• Education reimbursement.

• Certification reimbursement.