Help Desk Technician (Tier 3) - ACWS

Socket.dev; Fort Dix (NJ); On-site; USD 100,000 - 110,000; Full time

Job summary

Socket.dev is seeking a Help Desk Technician (Tier 3) to deliver advanced support for ACWS, resolving complex incidents escalated from Tier 2 and performing root-cause analysis with cross-functional teams.

You will maintain accurate ticketing records, contribute to knowledge materials, and ensure durable fixes in production systems while coordinating with development, cybersecurity, and government stakeholders to sustain mission operations.

Qualifications

• Associate’s degree or equivalent experience in IT or related field.
• ITIL Foundation, Security+, HDI, or similar certifications.
• 5+ years in enterprise help desk/service desk for mission-critical systems.
• Tier 3 troubleshooting for complex incidents, defects, user access issues, workflow failures.
• Strong root cause analysis: review logs, reproduce issues, document findings, coordinate fixes.
• Experience with AESMP, ServiceNow, Jira for incident records and SLAs.
• Ability to communicate with users, developers, DevSecOps, cybersecurity, and government stakeholders.
• Knowledge of enterprise app support, secure production operations, incident and knowledge management.

Responsibilities

• Provide Tier 3 support for complex ACWS incidents escalated from Tier 2.
• Perform advanced troubleshooting using logs, data, workflow information, and user symptoms.
• Manage tickets with timely status updates and clear resolution notes.
• Coordinate with development, testing, DevSecOps, cybersecurity, and operations teams.
• Support defect triage, reproduction, workaround development, and validation of fixes.
• Contribute to SOPs, troubleshooting procedures, and knowledge articles.
• Identify trends and recommend improvements, automation opportunities.
• Support service desk reporting, SLA/SLO tracking, and readiness activities.

Skills

AI Copilot experience

Root cause analysis

Ticketing tools

Advanced Tier 3 troubleshooting

Communication with stakeholders

Enterprise application support

Documentation & knowledge management

Education

Associate’s degree in Information Technology, Computer Science, Information Systems, or related field

Tools

AESMP

ServiceNow

Jira

Job description

Help Desk Technician (Tier 3)

All hired employees are expected to have experience with Microsoft Copilot and / or an approved equivalent AI solution.

Summary: Provides advanced Tier 3 technical support for ACWS by resolving complex incidents and defects escalated from Tier 2, conducting root cause analysis, supporting production troubleshooting, maintaining accurate ticket documentation, and coordinating with development, operations, cybersecurity, and government stakeholders to sustain reliable mission operations.

Required Skills

• Associate’s degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent relevant experience.
• ITIL Foundation, CompTIA Security+, HDI, ServiceNow, Jira, or related service management certifications.
• 5+ years of experience providing enterprise help desk, service desk, application support, or production support for mission-critical systems.
• Experience performing Tier 3 technical troubleshooting for complex incidents, application defects, user access issues, workflow failures, integration issues, and production support escalations.
• Strong root cause analysis skills, including the ability to review logs, reproduce issues, analyze system behavior, document findings, and coordinate durable fixes with technical teams.
• Experience ticketing tools such as AESMP, ServiceNow, Jira, or similar systems to manage incident records, status updates, resolution details, and SLA/SLO performance.
• Ability to communicate effectively with users, functional support teams, developers, testers, DevSecOps, cybersecurity, and government stakeholders.
• Knowledge of enterprise application support, secure production operations, access management, incident management, problem management, and knowledge management practices.
• Ability to maintain accurate documentation, support repeatable troubleshooting procedures, and contribute to user-facing knowledge and self-help materials.

Desired Qualifications

• Experience supporting Army, DoD, federal acquisition, contracting, financial, or other mission enterprise systems.
• Experience supporting Appian, low-code/no-code applications, Java-based services, APIs, databases, business intelligence tools, or cloud-hosted environments.
• Familiarity with DoD security requirements, IL5/IL6 environments, RMF/ATO support, CAC-enabled systems, role-based access, and secure incident handling.
• Experience developing SOPs, troubleshooting guides, ticket quality standards, dashboards, trend analysis, and service improvement recommendations.
• Working knowledge of AI concepts and practical applications for improving service desk knowledge management, ticket triage, trend identification, and user self-help.

Responsibilities

• Provide Tier 3 technical support for complex ACWS incidents, defects, and service requests escalated from Tier 2 or other support channels.
• Conduct advanced troubleshooting and root cause analysis using application behavior, logs, data, workflow information, integrations, and user-reported symptoms.
• Manage assigned tickets to meet response and resolution objectives, maintain timely status updates, and document clear resolution details in the official ticketing system.
• Coordinate with development, testing, DevSecOps, cybersecurity, data, architecture, and operations teams to resolve defects and production support issues.
• Support defect triage, issue reproduction, workaround development, validation of fixes, and communication of support impacts to appropriate stakeholders.
• Contribute to SOPs, troubleshooting procedures, knowledge articles, self-help materials, and lessons learned to reduce repeat incidents and improve support quality.
• Monitor recurring issues, identify trends, and provide recommendations for corrective actions, automation opportunities, and service improvement.
• Support service desk reporting, incident management documentation, SLA/SLO tracking, and operational readiness activities for ACWS production support.

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The posted salary range is a good-faith estimate. Actual compensation will be based on the selected candidate’s qualifications, experience, skills, and other job-related factors.

DSA - Salary Pay Range

$100,000 — $110,000 USD

Many of DSA's positions require the ability to obtain a security clearance. Security clearances may only be granted to U.S. citizens. In addition, applicants who accept a conditional offer of employment may be subject to government security investigation(s) and must meet eligibility requirements for access to classified information. DSA is proud to be an Equal Opportunity Employer. DSA is committed to treating all employees and applicants for employment with respect and dignity and maintaining a workplace that is free from unlawful discrimination. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. DSA requires background checks , where permitted , by law. DSA is an E-Verify Employer.