Tier 3 Service Desk Technician – Clearance Required

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $124k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.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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LMI

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1961

📦 Logistics

🏥 Healthcare

🎖️ Defense

Logistics • Healthcare • Defense

LMI is a forward-thinking company that focuses on reimagining the path from insight to outcome through innovative solutions in various sectors, including applied AI and digital health. They provide advanced analytics, engineering support, and performance optimization across defense, health, and civilian markets, with a strong commitment to enhancing mission effectiveness for government clients. With a focus on collaboration and research, LMI aims to drive positive change through its diverse capabilities and partnerships.

📋 Description

• 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

• 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