Service Desk Support Engineer

Job not on LinkedIn

🔥 7 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 14%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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AVUM

WebsiteLinkedInAll Job Openings

1 - 10 employees

🤝 B2B

B2B

AVUM is a web design and front-end development studio focused on building responsive, accessible email-capture and "coming soon" form experiences. The provided CSS demonstrates expertise in form layout, responsive behavior, button animations, and error handling to create polished UI components and improve on-site conversion flows.

📋 Description

• Provide Tier 3 support for government applications and their supporting Appian environment • Investigate and troubleshoot escalated application, data, access, and workflow issues • Support and maintain applications built on the Appian platform • Review application logs, error messages, system behavior, and related information to identify issue causes • Perform approved troubleshooting and maintenance activities using elevated system access • Coordinate with developers, infrastructure teams, security teams, and other stakeholders to resolve and escalate issues • Communicate with users to understand concerns, provide status updates, and confirm resolution • Prioritize daily workload and manage assigned tickets according to established support procedures • Document issue details, troubleshooting steps, findings, and resolutions in the ticketing system • Assist with testing and validating application fixes, updates, and releases • Develop and maintain troubleshooting guides, support procedures, and knowledge base articles • Identify recurring issues and recommend support process improvements • Follow security and access control procedures when accessing systems and handling sensitive information • Depending on experience, lead complex investigations, coordinate troubleshooting across technical teams, provide technical guidance, mentor support staff, and communicate issue impact and resolution details to leadership

🎯 Requirements

• Experience providing technical support, application support, or help desk support • Experience developing, supporting, or troubleshooting applications on the Appian platform, with depth of experience appropriate to the position level • Experience using an IT service management ticketing system, such as BMC Helix or ServiceNow, and following established ticket management procedures • Ability to troubleshoot technical issues and clearly document findings and resolutions • Strong customer service skills, including active listening, empathy, and the ability to remain composed under pressure • Clear written and verbal communication skills and the ability to collaborate with users and technical teams • CompTIA Security+ certification • Appian Developer certification • Applicable operational environment certification or certifications • U.S. citizenship • Active Secret security clearance • Satisfy applicable background investigation and system access requirements • Preferred: Experience supporting government or DoD applications or working in a DoD environment • Preferred: Experience troubleshooting application integrations, data issues, and complex workflows • Preferred: Foundational programming knowledge gained through coursework or practical experience • Preferred: Experience supporting application releases, incident management, or support process improvements • Preferred: Experience mentoring or assisting less experienced technical support staff • Preferred: Familiarity with ITIL practices or experience working in an ITIL environment

🏖️ Benefits

• Medical insurance through Cigna • Dental insurance through Principal • Vision insurance through Principal • 401(k) • Paid time off (PTO) • Education reimbursement • Certification reimbursement

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