Remote Tier 3 Service Desk Technician (ACWS/Appian)

LMI Government Consulting; Northern (KY); Hybrid; USD 110,000 - 124,000; Full time

Job summary

LMI is seeking a Tier 3 Service Desk Technician to support Army Acquisition, Training, and Readiness (AT&R) and provide advanced technical support for the Army Contract Writing System (ACWS). This role focuses on complex troubleshooting, cross-functional collaboration, and incident resolution to maintain ACWS availability.

The position requires 5+ years in senior service desk roles, Active Secret clearance or ability to obtain, and strong experience with enterprise ITSM tooling and

Qualifications

• 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 or ability to obtain and maintain one.
• U.S. citizenship required.

Responsibilities

• 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 that require 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 to improve first-contact resolution and reduce ticket volume.
• 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.

Skills

Tier 2/3 service desk experience

Troubleshooting enterprise apps

ITSM ticketing experience

Clear communication

Security clearances

Education

Associate's degree in IT/CS or related field

Bachelor's degree preferred

Tools

Appian Platform

ServiceNow

Jira

GitLab

BMC Helix

AESMP

Job description

LMI is seeking a Tier 3 Service Desk Technician to support Army Acquisition, Training, and Readiness (AT&R) and provide advanced technical support for the Army Contract Writing System (ACWS). This role focuses on complex troubleshooting, cross-functional collaboration, and incident resolution to maintain ACWS availability.

The position requires 5+ years in senior service desk roles, Active Secret clearance or ability to obtain, and strong experience with enterprise ITSM tooling and