Senior Tier 3 Service Desk Technician (Remote)

LMI Government Consulting; United States; On-site; USD 112,000 - 136,000; Full time

Job summary

LMI Government Consulting is seeking a Tier 3 Service Desk Technician to support Army AT&R and provide advanced ACWS assistance. You will resolve complex issues beyond routine support and work with Appian specialists, developers, and cybersecurity personnel to maintain availability and user support quality.

Candidates should have 5+ years in high-level service desk roles, strong troubleshooting across enterprise apps, and an active Secret clearance or ability to obtain one.

Qualifications

• Associate degree or equivalent relevant experience.
• 5+ years in Tier 2/3 service desk or related technical support.
• Strong troubleshooting across enterprise apps, data flows, and integrations.
• Experience with ITSM/ticketing systems and documenting incidents/resolutions.
• Ability to communicate technical concepts clearly to teams and stakeholders.

Responsibilities

• Provide Tier 3 technical support for ACWS users and service desk teams.
• Troubleshoot complex application, system, integration, performance, and data issues.
• Serve as escalation point for Tier 2 and coordinate incident resolution.
• On-call for mission-critical issues and document troubleshooting steps.
• Develop knowledge articles, SOPs, and self-service resources to reduce tickets.
• Support releases, testing, and production implementation activities.
• Collaborate with Appian developers, DBAs, DevSecOps, QA, and external partners.

Skills

5+ years Tier 2/3 service desk

Troubleshooting across enterprise apps

ITSM experience

Clear technical communication

Independent work, prioritize

Active Secret clearance or ability to

US citizenship

Education

Associate's degree in IT/CS

Tools

Appian Platform

Appian Cloud

ServiceNow

Jira

GitLab

BMC Helix

Job description

LMI Government Consulting is seeking a Tier 3 Service Desk Technician to support Army AT&R and provide advanced ACWS assistance. You will resolve complex issues beyond routine support and work with Appian specialists, developers, and cybersecurity personnel to maintain availability and user support quality.

Candidates should have 5+ years in high-level service desk roles, strong troubleshooting across enterprise apps, and an active Secret clearance or ability to obtain one.