Senior Help Desk Technician Tier 3 - Secret Cleared Remote

Koniag Government Services, LLC

Oregon

Hybrid

USD 90,000 - 125,000

Full time

8 days ago

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Benefits offered by this job

Medical, dental, and vision insurance

401(k) retirement plan

Paid time off

Paid parental leave

Life and disability insurance

Flexible spending accounts

Commuter benefits

Tuition reimbursement

Job summary

Tuknik Government Services, LLC, a Koniag Government Services company, seeks a Help Desk Technician Tier 3 with a Secret clearance to support our Army systems program in the DC Metro area. The role emphasizes ownership of escalated issues, diagnostics across Appian and hosting dependencies, and restoration of services in mission-critical environments.

Responsibilities include maintaining ServiceNow/Jira records, coordinating with security teams, and documenting root causes and resolutions.

Qualifications

Associate or bachelor's degree in information technology or related field.
Three or more years in enterprise application support or help-desk with escalated troubleshooting.
Experience with ticket management, structured troubleshooting, SQL/data analysis, application logs, user access, and interface failures.
Ability to communicate calmly during mission-impacting incidents and document work precisely.
U.S. citizenship and active security clearance or eligibility for the work start.
Ability to communicate with Government, technical, and business stakeholders and maintain accurate records.
Ability to protect classified information and comply with access/training procedures.

Responsibilities

Accept escalated Tier 3 tickets and validate affected process, environment, severity, and evidence.
Diagnose issues across Appian, data, interfaces, configuration, authentication, processes, and hosting.
Restore service through workarounds, data corrections, or engineering escalation.
Coordinate with Tier 1, Tier 2, DLA PIEE, platform providers, security teams, and partners.
Maintain linked ServiceNow and Jira records with ownership, actions, and closure evidence.
Support priority-based response, restoration, and risk escalation to targets.
Reproduce defects in non-production environments and support regression testing and release.
Document symptoms, root cause, remedy, known errors, and diagnostic procedures.
Identify repeat incidents and propose systemic backlog improvements.
Participate in staggered coverage and after-hours escalation when scheduled.