Tier 3 Service Desk Technician – Clearance Required

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

📋 Description

• Collaborate closely with end users, functional subject matter experts, developers, Appian specialists, database administrators, DevSecOps engineers, cybersecurity professionals, and other technical teams to ensure ACWS availability, reliability, and quality of user support.

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

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

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

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

• Analyze recurring incidents, issue clusters, and problem trends while supporting root cause analysis and ongoing service improvement.

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

• Assist with 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, standard operating procedures, FAQs, and self-service resources.

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

• Support account management, access, configuration, and basic system administration activities within approved 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 accepted.

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

• Proficient troubleshooting skills across enterprise applications, integrations, operating environments, and data flows.

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

• Experience addressing software errors, bugs, configuration issues, performance challenges, 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 independently, prioritize multiple support requests, and manage issues following defined service levels.

• Active Secret clearance is required.

• U.S. citizenship is mandatory.

• 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.

• Familiarity with ACWS, DoD contract writing systems, federal acquisition systems, or other mission-critical federal applications is an advantage.

• ITIL Foundation, CompTIA A+, Security+, or similar IT service management or technical certification is preferred.

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

• Experience in application deployments, release support, user acceptance testing, or technical implementation activities is beneficial.

• Proven experience in developing knowledge base articles, support SOPs, desk guides, and training materials.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health benefits including medical, dental, and vision coverage.

• Retirement savings plan with company matching contributions.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive work environment.