Remote Tier 3 Service Desk Engineer – ACWS/Appian Expert

LMI

United States

Remote

USD 112,000 - 136,000

Full time

7 days ago

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Job summary

LMI is seeking a Tier 3 Service Desk Technician to support Army Acquisition, Training, and Readiness and provide advanced technical support for the Army Contract Writing System (ACWS). The role focuses on complex issues beyond routine service desk activity, collaborating with Appian experts, DBAs, DevSecOps, and cybersecurity teams.

Qualified candidates will have 5+ years in Tier 2/3 support, a related associate degree, and active US citizenship with ability to obtain/maintain an active Secret

Qualifications

Associate's degree in Information Technology, Computer Science, or related field.
5+ years in Tier 2/3 service desk or related technical roles.

Responsibilities

Provide Tier 3 support for ACWS users and service desk teams.
Troubleshoot complex application, system, integration, performance, and data issues using logs and diagnostics.
Escalate to Tier 2 and coordinate incident resolutions.
Support releases, testing, and production implementations.
Develop knowledge articles and self-service resources.

Skills

Troubleshooting

ITSM

Clear communication

Independent work

Time management

Security clearance

Education

Associate's degree in IT/CS

Equivalent relevant experience

Tools

ServiceNow

Jira

GitLab

BMC Helix

Appian

Job description

Qualified candidates will have 5+ years in Tier 2/3 support, a related associate degree, and active US citizenship with ability to obtain/maintain an active Secret

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