Tier 3 Service Desk Technician – Clearance Required

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

📋 Description

• Deliver Tier 3 technical support for ACWS users and service desk teams through enterprise service management and support processes.

• Diagnose complex application, system, integration, performance, configuration, and data issues utilizing logs, diagnostics, monitoring tools, and structured problem-solving methodologies.

• Act as a technical escalation point for Tier 2 support staff and facilitate the resolution of incidents necessitating advanced analysis.

• Provide on-call assistance for mission-critical issues as needed and document troubleshooting steps, decisions, and resolutions in the case management system.

• Investigate recurring incidents, issue clusters, and problem trends, and assist in root cause analysis and continuous service improvement efforts.

• Collaborate with Appian developers, database administrators, DevSecOps leaders, QA personnel, and external partners to address cross-functional issues.

• Support application releases, system updates, testing, evaluations, user acceptance testing, and production implementation activities.

• Create comprehensive escalation packages for software defects and engineering teams, including problem descriptions, replication steps, diagnostic history, evidence, and expected versus actual behavior.

• Develop and maintain knowledge articles, troubleshooting procedures, SOPs, FAQs, and self-service resources.

• Offer user guidance, targeted communications, and training regarding recurring issues, application features, and best practices.

• Assist with account management, access, configuration, and basic system administration tasks within established operational processes.

• Engage in Agile ceremonies and customer interactions to convey technical status, risks, and resolution requirements.

⛳️ Requirements

• Associate's degree in Information Technology, Computer Science, or a related field; equivalent relevant experience may be acceptable.

• Over 5 years of experience in Tier 2 or Tier 3 service desk, application support, system support, or other related technical support roles.

• Excellent troubleshooting abilities across enterprise applications, integrations, operating environments, and data flows.

• Familiarity with ITSM or enterprise ticketing systems and documenting incidents, resolutions, and knowledge content.

• Experience diagnosing software errors, bugs, configuration problems, performance issues, and data discrepancies using logs and diagnostic tools.

• Capability to clearly communicate technical concepts to technical teams, end users, and management stakeholders.

• Ability to work autonomously, prioritize multiple support requests, and manage issues in accordance with defined service levels.

• Active Secret clearance or the ability to obtain and maintain one.

• U.S. citizenship is required.

• A Bachelor's degree in Information Technology, Computer Science, or a related field is preferred.

• Experience with the Appian Platform, Appian Cloud, or Appian-based enterprise applications is preferred.

• Background supporting ACWS, DoD contract writing systems, federal acquisition systems, or other critical federal applications.

• ITIL Foundation, CompTIA A+, Security+, or an equivalent IT service management or technical certification.

• Proficiency with ServiceNow/AESMP, BMC Helix, Jira, GitLab, or similar service management and collaboration tools.

• Experience with application deployments, release support, user acceptance testing, or technical implementation activities.

• Proven ability to develop knowledge base articles, support SOPs, desk guides, and training materials.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional development and growth.

• Flexible work arrangements and a supportive work environment.