Associate Technical Support Engineer — Drupal CMS (Hybrid, DC)

LCG, Inc.; Washington (District of Columbia); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Federal holidays

Professional development

Lifestyle benefits

Job summary

LCG, Inc. is seeking an Associate Technical Support Engineer to deliver advanced operational and technical support for the DOT Drupal CMS platform and its integrated tools. You will handle Tier 1–3 incidents, perform triage, and coordinate with engineering, security, and vendors to maintain service levels and compliance.

The role emphasizes on-call readiness, thorough documentation, and collaboration with government stakeholders to ensure platform reliability and adherence to federal standards.

Qualifications

• 8+ years of professional experience in application support or IT operations.
• 4+ years supporting enterprise web platforms or CMS (Drupal preferred) in federal or regulated environments.
• Bachelor's degree in CS/IT or related field.
• Experience with Tier 1-3 support, incident management, and escalation for production systems.
• Familiarity with federal SDLC processes, change management, documentation, and audit requirements.

Responsibilities

• Provide Tier 1, Tier 2, and Tier 3 Help Desk support for the DOT Drupal CMS platform and related applications.
• Perform incident intake, classification, prioritization, triage, escalation, and resolution verification per SLA.
• Serve as escalation point for CMS, integration, authentication, performance, and availability issues.
• Document incidents, requests, defects, and tasks in Jira/ServiceNow with technical detail for auditability.
• Coordinate with CMS engineers, infrastructure, security, and vendors to support incident resolution and platform improvements.

Skills

Tier 1-3 support

Incident management

Troubleshooting

Jira/ServiceNow

Stakeholder collaboration

Security/compliance

Federal SDLC

Documentation

Education

Bachelor's degree in CS/IT

Tools

Jira

ServiceNow

Job description

LCG, Inc. is seeking an Associate Technical Support Engineer to deliver advanced operational and technical support for the DOT Drupal CMS platform and its integrated tools. You will handle Tier 1–3 incidents, perform triage, and coordinate with engineering, security, and vendors to maintain service levels and compliance.

The role emphasizes on-call readiness, thorough documentation, and collaboration with government stakeholders to ensure platform reliability and adherence to federal standards.