Tier 3 Service Desk Technician – Clearance Required

LMI

. Work closely with end users, functional SMEs, developers, Appian specialists, database administrators, DevSecOps engineers, cybersecurity personnel, and other technical teams to maintain ACWS availability, reliability, and user support quality .

Posted 9/25/2026full-timeRemote • United StatesMid-LevelSenior💰 $124,000 per yearWebsite

Tech Stack

Tools & technologies

CloudCyber SecurityITSMServiceNow

About the role

Key responsibilities & impact

Work closely with end users, functional SMEs, developers, Appian specialists, database administrators, DevSecOps engineers, cybersecurity personnel, and other technical teams to maintain ACWS availability, reliability, and user support quality
Provide Tier 3 technical support for ACWS users and service desk teams through enterprise service management and support processes
Troubleshoot complex application, system, integration, performance, configuration, and data issues using logs, diagnostics, monitoring tools, and structured problem-solving techniques
Serve as a technical escalation point for Tier 2 support personnel and coordinate resolution of incidents requiring advanced analysis
Provide on-call response for mission-critical issues as required and document troubleshooting steps, decisions, and resolutions in the case management system
Investigate recurring incidents, issue clusters, and problem trends and support root cause analysis and continual service improvement
Coordinate with Appian developers, database administrators, DevSecOps leads, QA personnel, and external partners to resolve cross-functional issues
Support application releases, system updates, testing, evaluations, user acceptance testing, and production implementation activities
Develop complete escalation packages for software defects and engineering teams, including problem statements, replication steps, diagnostic history, evidence, and expected-versus-actual behavior
Develop and maintain knowledge articles, troubleshooting procedures, SOPs, FAQs, and self-service resources
Provide user guidance, targeted communications, and training related to recurring issues, application features, and best practices
Support account, access, configuration, and basic system administration activities within approved operational processes
Participate in Agile ceremonies and customer engagements to communicate technical status, risks, and resolution needs

Requirements

What you’ll need

Associate's degree in Information Technology, Computer Science, or a related field; equivalent relevant experience may be considered
5+ years of experience in Tier 2 or Tier 3 service desk, application support, system support, or related technical support roles
Strong troubleshooting skills across enterprise applications, integrations, operating environments, and data flows
Experience using ITSM or enterprise ticketing systems and documenting incidents, resolutions, and knowledge content
Experience troubleshooting software errors, bugs, configuration issues, performance problems, and data discrepancies using logs and diagnostic tools
Ability to communicate technical concepts clearly to technical teams, end users, and management stakeholders
Ability to work independently, prioritize multiple support requests, and manage issues against defined service levels
Active Secret clearance required
U.S. citizenship required
Batchelor's degree in Information Technology, Computer Science, or a related field preferred
Experience supporting the Appian Platform, Appian Cloud, or Appian-based enterprise applications preferred
Experience supporting ACWS, DoD contract writing systems, federal acquisition systems, or other mission-critical federal applications
ITIL Foundation, CompTIA A+, Security+, or comparable IT service management or technical certification
Experience 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
Experience developing knowledge base articles, support SOPs, desk guides, and training materials