Service Desk Engineer

AVUM

. Investigate and resolve escalated Tier 3 support tickets, providing timely updates and documenting solutions .

Posted 10/23/2026full-timeUnited StatesJuniorMid-Level💰 $80,000 - $100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting application errors and managing support tickets, with a strong focus on Appian applications and technical support processes. Capable of developing utilities and scripts to enhance support efficiency while maintaining clear communication and documentation.

Highest-signal resume keywords

Appian CertificationTechnical Support ExperienceTicket Management Using Helix, Jira, ServiceNowSQL Query WritingActive Secret Security Clearance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting Application ErrorsDocumenting FindingsCreating Knowledge ArticlesDeveloping Support UtilitiesManaging Support TicketsInvestigating Data DiscrepanciesWorkflow Issue ResolutionElevated System Access ProceduresReproducing Reported IssuesValidating Fixes

Soft Skills

Strong Communication SkillsCollaboration with Development Teams

Tools & Technologies

AppianHelixJiraServiceNow

Certifications & Qualifications

Appian CertificationCompTIA A+ITIL Foundation

Industry Keywords

Tier 3 SupportFederal ApplicationsDepartment of Defense ApplicationsTechnical SupportService Desk Operations

Tech Stack

Tools & technologies

ServiceNowSQL

About the role

Key responsibilities & impact

Investigate and resolve escalated Tier 3 support tickets, providing timely updates and documenting solutions
Troubleshoot application errors, data discrepancies, and workflow issues within ePS and its supporting Appian environment
Review logs, reproduce reported issues, and gather information to identify root causes
Develop and maintain support utilities and scripts to improve troubleshooting and ticket resolution
Collaborate with development teams to report defects, validate fixes, and resolve recurring issues
Manage assigned ticket queues and prioritize issues based on user impact and urgency
Create and maintain knowledge articles, troubleshooting procedures, and user guides
Perform authorized support activities using elevated system access while following security and access control procedures
Recommend improvements to support processes and application reliability

Requirements

What you’ll need

2–5 years of experience in technical support, application support, or service desk operations
Bachelor’s degree in information technology, computer science, or a related field, or equivalent practical experience
Appian certification and working knowledge of Appian applications, including troubleshooting workflow and user issues
Ability to investigate application errors, document findings, and coordinate resolution with support or development teams
Experience managing and documenting support tickets using Helix, Jira, ServiceNow, or a similar system
Strong communication skills, including the ability to explain technical issues clearly and create troubleshooting documentation
U.S. citizenship
Active Secret security clearance
Meet Tier 3 (T3) background investigation requirements
Obtain and maintain authorization for elevated system access
Preferred: background supporting or developing Appian applications
Preferred: ability to write SQL queries to investigate data discrepancies and support troubleshooting
Preferred: familiarity with scripting or creating utilities that simplify support tasks
Preferred: previous support experience with federal or Department of Defense applications
Preferred: CompTIA A+ or comparable technical support certification
Preferred: ITIL Foundation certification

Benefits

Comp & perks

Medical insurance (Cigna)
Dental insurance (Principal)
Vision insurance (Principal)
401(k)
PTO
Education reimbursement
Certification reimbursement
Remote work environment