三级服务台技术员 - 需要授权
Tier 3 Service Desk Technician - Clearance Required
概述
LMI 正在寻找一名三级服务台技术人员，以支持陆军采购、培训和准备（AT&R），并为陆军合同编写系统（ACWS）提供高级技术支持。ACWS 是基于 Appian 平台构建的。该职位将解决需要超出常规服务台支持范围的技术调查的复杂应用、系统、集成、性能和配置问题。
LMI 是一家新型的数字解决方案提供商，致力于通过创新和速度加速政府影响。LMI 在需求出现之前就投资于技术和原型，将商业级平台和任务就绪的人工智能以商业速度带给联邦机构。
借助我们任务就绪的技术和解决方案、在联邦部署方面的丰富经验以及战略合作伙伴关系，我们高效且有效地提升政府成果。LMI 聚焦敏捷性和协作，服务于国防、太空、医疗保健和能源领域，帮助机构应对复杂性并超越变化。LMI 总部位于弗吉尼亚州泰森斯，致力于提供能够加强任务并推动长期价值的影响结果。
职责
成功候选人将与最终用户、功能专家、开发人员、Appian 专家、数据库管理员、DevSecOps 工程师、网络安全人员和其他技术团队紧密合作，以保持 ACWS 的可用性、可靠性和用户支持质量。
- 通过企业服务管理和支持流程，为 ACWS 用户和服务台团队提供三级技术支持。
- 使用日志、诊断、监控工具和结构化的问题解决技术，排查复杂的应用、系统、集成、性能、配置和数据问题。
- 作为二级支持人员的技术升级点，并协调需要高级分析的事件的解决。
- 按需提供关键任务问题的值班响应，并在案例管理系统中记录排查步骤、决策和解决方案。
- 调查重复事件、事件群组和问题趋势，并支持根本原因分析和持续服务改进。
- 与 Appian 开发人员、数据库管理员、DevSecOps 主管、QA 人员和外部合作伙伴协调，解决跨职能问题。
- 支持应用发布、系统更新、测试、评估、用户验收测试和生产环境部署。
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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 will resolve complex application, system, integration, performance, and configuration issues that require technical investigation beyond routine service desk support.
LMI is a new breed of digital solutions provider dedicated to accelerating government impact with innovation and speed. Investing in technology and prototypes ahead of need, LMI brings commercial-grade platforms and mission-ready AI to federal agencies at commercial speed.
Leveraging our mission-ready technology and solutions, proven expertise in federal deployment, and strategic relationships, we enhance outcomes for the government, efficiently and effectively. With a focus on agility and collaboration, LMI serves the defense, space, healthcare, and energy sectors—helping agencies navigate complexity and outpace change. Headquartered in Tysons, Virginia, LMI is committed to delivering impactful results that strengthen missions and drive lasting value.
Responsibilities
The successful candidate will 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 that require 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 to improve first-contact resolution and reduce ticket volume.
- 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.
Qualifications
MINIMUM QUALIFICATIONS:
- 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 or ability to obtain and maintain one.
- U.S. citizenship required.
DESIRED SKILLS
- 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.
The target salary range for this position goes up to $124,000.
The salary range displayed represents the typical salary range for this position and is not a guarantee of compensation. Individual salaries are determined by various factors including, but not limited to location, internal equity, business considerations, client contract requirements, and candidate qualifications, such as education, experience, skills, and security clearances.
Job Locations
US-RemoteOriginally posted on Himalayas