Help Desk Technician (Tier 3)

Summary: Provides advanced Tier 3 technical support for ACWS by resolving complex incidents and defects escalated from Tier 2, conducting root cause analysis, supporting production troubleshooting, maintaining accurate ticket documentation, and coordinating with development, operations, cybersecurity, and government stakeholders to sustain reliable mission operations. 

Required Skills: 

• Associate’s degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent relevant experience. 
• ITIL Foundation, CompTIA Security+, HDI, ServiceNow, Jira, or related service management certifications. 
• 5+ years of experience providing enterprise help desk, service desk, application support, or production support for mission-critical systems. 
• Experience performing Tier 3 technical troubleshooting for complex incidents, application defects, user access issues, workflow failures, integration issues, and production support escalations. 
• Strong root cause analysis skills, including the ability to review logs, reproduce issues, analyze system behavior, document findings, and coordinate durable fixes with technical teams. 
• Experience ticketing tools such as AESMP, ServiceNow, Jira, or similar systems to manage incident records, status updates, resolution details, and SLA/SLO performance. 
• Ability to communicate effectively with users, functional support teams, developers, testers, DevSecOps, cybersecurity, and government stakeholders. 
• Knowledge of enterprise application support, secure production operations, access management, incident management, problem management, and knowledge management practices. 
• Ability to maintain accurate documentation, support repeatable troubleshooting procedures, and contribute to user-facing knowledge and self-help materials. 

Desired Qualifications: 

• Experience supporting Army, DoD, federal acquisition, contracting, financial, or other mission enterprise systems. 
• Experience supporting Appian, low-code/no-code applications, Java-based services, APIs, databases, business intelligence tools, or cloud-hosted environments. 
• Familiarity with DoD security requirements, IL5/IL6 environments, RMF/ATO support, CAC-enabled systems, role-based access, and secure incident handling. 
• Experience developing SOPs, troubleshooting guides, ticket quality standards, dashboards, trend analysis, and service improvement recommendations. 
• Working knowledge of AI concepts and practical applications for improving service desk knowledge management, ticket triage, trend identification, and user self-help. 

Responsibilities: 

• Provide Tier 3 technical support for complex ACWS incidents, defects, and service requests escalated from Tier 2 or other support channels. 
• Conduct advanced troubleshooting and root cause analysis using application behavior, logs, data, workflow information, integrations, and user-reported symptoms. 
• Manage assigned tickets to meet response and resolution objectives, maintain timely status updates, and document clear resolution details in the official ticketing system. 
• Coordinate with development, testing, DevSecOps, cybersecurity, data, architecture, and operations teams to resolve defects and production support issues. 
• Support defect triage, issue reproduction, workaround development, validation of fixes, and communication of support impacts to appropriate stakeholders. 
• Contribute to SOPs, troubleshooting procedures, knowledge articles, self-help materials, and lessons learned to reduce repeat incidents and improve support quality. 
• Monitor recurring issues, identify trends, and provide recommendations for corrective actions, automation opportunities, and service improvement. 
• Support service desk reporting, incident management documentation, SLA/SLO tracking, and operational readiness activities for ACWS production support. 

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