Senior Tier 3 Service Desk Engineer – Secret Clearance

LMI; Fort Belvoir (VA); On-site; USD 112,000 - 136,000; Full time

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 resolving complex issues beyond routine service desk work, including cross-functional coordination and on-call support.

Experience with Appian Platform and DoD federal systems is preferred, with strong troubleshooting, documentation, and knowledge‑base development. A Secret clearance and U.S.

Qualifications

• Associate's degree in Information Technology, Computer Science, or a related field.
• 5+ years of experience in Tier 2 or Tier 3 service desk, application support, system support, or related technical support roles.
• 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.
• Active Secret clearance required.
• 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

ITSM ticketing

Strong troubleshooting

Clear technical communication

Independent work

Active Secret clearance

US citizenship

Education

Associate's degree in IT or related field

Tools

Appian Platform/ACWS

ServiceNow

Jira

GitLab

BMC Helix

Job description

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 resolving complex issues beyond routine service desk work, including cross-functional coordination and on-call support.

Experience with Appian Platform and DoD federal systems is preferred, with strong troubleshooting, documentation, and knowledge‑base development. A Secret clearance and U.S.