Tier 3 Service Desk Technician - Clearance Required
LMI Consulting · Remote, UNAVAILABLE, US
About this role
**Tier 3 Service Desk Technician - Clearance Required** **Overview** LMI is seeking a Tier 3 Service Desk Technician to support Army Acquisition, Training, and Readiness (AT&R) and provide advanced technical support for the Army Contract Writing System (ACWS). ACWS is built on the Appian Platform. This position resolves complex application, system, integration, performance, and configuration issues requiring technical investigation beyond routine service desk support. **Key Responsibilities** • Provide Tier 3 technical support for ACWS users and service desk teams • Troubleshoot complex application, system, integration, performance, and configuration issues • Serve as technical escalation point for Tier 2 support personnel • Provide on-call response for mission-critical issues • Investigate recurring incidents and support root cause analysis • Coordinate with Appian developers, database administrators, and DevSecOps teams • Support application releases, system updates, and production implementation • Develop escalation packages for software defects with diagnostic history • Create and maintain knowledge articles, troubleshooting procedures, and SOPs • Provide user guidance and training on recurring issues and best practices **Minimum Qualifications** • Associate's degree in IT/Computer Science or equivalent relevant experience • 5+ years in Tier 2/Tier 3 service desk, application support, or related roles • Strong troubleshooting skills across enterprise applications and integrations • Experience with ITSM/enterprise ticketing systems • Proficiency troubleshooting software errors using logs and diagnostic tools • Strong communication skills with technical and non-technical stakeholders • Ability to work independently and manage multiple support requests • **Active Secret clearance or ability to obtain and maintain one** • **U.S. citizenship required** **Desired Skills** • Bachelor's degree in IT/Computer Science • Experience with Appian Platform or Appian-based applications • Experience supporting ACWS or federal acquisition systems • ITIL Foundation, CompTIA A+, or Security+ certification • Experience with ServiceNow, BMC Helix, Jira, or GitLab • Experience with application deployments and user acceptance testing • Knowledge base and training material development experience **Compensation & Location** Target salary range up to $124,000 (varies by location, experience, qualifications, and clearance level) 📍 US-Remote
Listing freshness
CronJobs last confirmed this listing 1h ago. If its source stops confirming the opening for seven days, this page is removed from active inventory.