Senior ACWS Tier 3 Technician - Appian & DoD Systems

LMI Technologies; United States; Remote; USD 90,000 - 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 help for ACWS built on Appian. You will resolve complex application and system issues, coordinate with cross-functional teams, and document resolutions for knowledge sharing.

The role requires a minimum of 5+ years in senior service desk roles, security clearance eligibility, and strong troubleshooting across enterprise applications.

Qualifications

• Associate's degree in IT, CS, or related field or equivalent experience.
• At least 5+ years in Tier 2/3 service desk or related technical support.
• Experience with enterprise ITSM tools and documenting incidents and resolutions.
• Ability to clearly communicate technical concepts to teams and stakeholders.
• U.S. citizenship and ability to obtain/maintain Active Secret clearance.

Responsibilities

• Provide Tier 3 technical support for ACWS and Appian-based applications.
• Troubleshoot complex issues across apps, systems, integrations, and data flows.
• Escalate to Tier 2 when necessary and coordinate resolutions.
• Document steps, decisions, and resolutions in case management system.
• Contribute to root cause analysis and continual service improvement.
• Support releases, testing, and production deployment activities.

Skills

Appian Platform

ACWS support

ITSM Tools

Complex troubleshooting

Technical escalation

Education

Associate's degree in IT/CS

Tools

Jira

GitLab

ServiceNow

Job description

LMI is seeking a Tier 3 Service Desk Technician to support Army Acquisition, Training, and Readiness (AT&R) and provide advanced technical help for ACWS built on Appian. You will resolve complex application and system issues, coordinate with cross-functional teams, and document resolutions for knowledge sharing.

The role requires a minimum of 5+ years in senior service desk roles, security clearance eligibility, and strong troubleshooting across enterprise applications.