Tier 3 Service Desk Technician - Clearance Required

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Tier 3 Service Desk Technician - Clearance Required based in United States.

This role provides advanced technical support for a mission-critical federal application built on the Appian Platform.
You will investigate and resolve complex application, system, integration, performance, configuration, and data issues beyond routine service desk support.
The position serves as a key escalation point for Tier 2 teams while partnering with developers, database administrators, DevSecOps engineers, cybersecurity specialists, and other technical stakeholders.
You will help maintain application availability, reliability, and a high-quality user support experience.
The role combines hands-on troubleshooting with root cause analysis, release support, knowledge management, and continual service improvement.
You will also contribute to testing, production implementations, technical documentation, and user guidance in an Agile environment.
This is a fully remote opportunity supporting critical government operations and requires an active Secret clearance or the ability to obtain one.

Accountabilities:

You will provide advanced technical support and escalation management while coordinating with cross-functional engineering and operational teams to resolve complex issues efficiently and improve overall service quality.

• Provide Tier 3 technical support to application users and service desk teams through established enterprise service management processes.
• Troubleshoot complex application, system, integration, performance, configuration, and data issues using logs, diagnostics, monitoring tools, and structured problem-solving methods.
• Serve as a technical escalation point for Tier 2 support personnel and coordinate the resolution of issues requiring advanced analysis.
• Provide on-call support for mission-critical incidents when required and document troubleshooting activities, decisions, and resolutions in the case management system.
• Investigate recurring incidents, issue patterns, and problem trends and contribute to root cause analysis and continual service improvement.
• Collaborate with developers, Appian specialists, database administrators, DevSecOps engineers, QA teams, cybersecurity personnel, and external partners to resolve cross-functional issues.
• Support application releases, system updates, testing, evaluations, user acceptance testing, and production implementation activities.
• Prepare comprehensive escalation packages for software defects and engineering teams, including problem statements, replication steps, diagnostic history, supporting evidence, and expected-versus-actual behavior.
• Create and maintain knowledge articles, troubleshooting guides, SOPs, FAQs, and self-service resources to improve first-contact resolution and reduce ticket volumes.
• Provide user guidance, targeted communications, and training related to recurring issues, application functionality, and technical best practices.
• Support account, access, configuration, and basic system administration activities within approved operational procedures.
• Participate in Agile ceremonies and customer engagements, communicating technical status, risks, dependencies, and resolution requirements.

Requirements:

The ideal candidate has substantial Tier 2 or Tier 3 technical support experience, strong enterprise troubleshooting capabilities, and the communication skills needed to work effectively with both technical and non-technical stakeholders.

• Associate's degree in Information Technology, Computer Science, or a related field, or equivalent relevant professional experience.
• 5+ years of experience in Tier 2 or Tier 3 service desk, application support, system support, or a related technical support role.
• Strong troubleshooting experience across enterprise applications, integrations, operating environments, and data flows.
• Experience using ITSM or enterprise ticketing platforms and documenting incidents, resolutions, and knowledge content.
• Experience diagnosing software errors, bugs, configuration issues, performance problems, and data discrepancies using logs and diagnostic tools.
• Ability to explain technical concepts clearly to technical teams, end users, and management stakeholders.
• Strong organizational and prioritization skills, with the ability to manage multiple support requests against defined service levels.
• Ability to work independently while collaborating effectively with cross-functional technical teams.
• Active Secret security clearance or the ability to obtain and maintain one.
• U.S. citizenship required.
• Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• Experience with the Appian Platform, Appian Cloud, or Appian-based enterprise applications preferred.
• Experience supporting Army Contract Writing System (ACWS), Department of Defense contract writing systems, federal acquisition platforms, or other mission-critical government applications preferred.
• ITIL Foundation, CompTIA A+, Security+, or comparable technical or IT service management certification preferred.
• Experience with ServiceNow/AESMP, BMC Helix, Jira, GitLab, or similar service management and collaboration tools preferred.
• Experience supporting application deployments, releases, user acceptance testing, or technical implementation activities preferred.
• Experience creating knowledge base articles, support SOPs, desk guides, and training materials preferred.

Benefits:

• Target salary of up to $124,000.
• Fully remote position within the United States.
• Full-time opportunity supporting mission-critical federal technology.
• Salary is determined based on factors such as location, internal equity, business considerations, client contract requirements, education, experience, skills, and security clearance.
• Opportunity to work with modern enterprise application, DevSecOps, cloud, and service management technologies.
• Exposure to cross-functional technical teams and Agile delivery environments.
• Professional growth through application support, troubleshooting, technical implementation, and continual service improvement responsibilities.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.