Senior Tier-3 Help Desk Engineer

Data Systems Analysts, Inc.; Fort Dix (NJ); On-site; USD 100,000 - 110,000; Full time

Job summary

Data Systems Analysts, Inc. provides Tier 3 support for ACWS, resolving complex incidents and defects escalated from Tier 2 while conducting root cause analysis and supporting production troubleshooting.

The role involves coordinating with development, operations, cybersecurity, and government stakeholders to sustain reliable mission operations. The position requires an Associate degree or equivalent, ITIL Security+ or similar certifications, 5+ years of enterprise support experience, and strong

Qualifications

• Associate’s degree in IT, CS, IS, or 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, or production support for mission-critical systems.
• Experience performing Tier 3 technical troubleshooting for complex incidents, defects, user access issues, workflow failures, integration issues, and production support escalations.
• Strong root cause analysis skills with documentation and coordination of durable fixes with technical teams.
• Experience with ticketing tools such as AESMP, ServiceNow, Jira or similar systems.
• 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 and contribute to knowledge materials.

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.

Skills

Root cause analysis

Tier 3 troubleshooting

Communication

Documentation

SLA/SLO management

Incident management

Security/access management

Education

Associate degree or equivalent

Tools

ServiceNow

Jira

AESMP

Job description

Data Systems Analysts, Inc. provides Tier 3 support for ACWS, resolving complex incidents and defects escalated from Tier 2 while conducting root cause analysis and supporting production troubleshooting.

The role involves coordinating with development, operations, cybersecurity, and government stakeholders to sustain reliable mission operations. The position requires an Associate degree or equivalent, ITIL Security+ or similar certifications, 5+ years of enterprise support experience, and strong