Tier 3 Help Desk Technician — AI-Driven Support

Socket.dev; Fort Dix (NJ); On-site; USD 100,000 - 110,000; Full time

Job summary

Socket.dev is seeking a Help Desk Technician (Tier 3) to deliver advanced support for ACWS, resolving complex incidents escalated from Tier 2 and performing root-cause analysis with cross-functional teams.

You will maintain accurate ticketing records, contribute to knowledge materials, and ensure durable fixes in production systems while coordinating with development, cybersecurity, and government stakeholders to sustain mission operations.

Qualifications

• Associate’s degree or equivalent experience in IT or related field.
• ITIL Foundation, Security+, HDI, or similar certifications.
• 5+ years in enterprise help desk/service desk for mission-critical systems.
• Tier 3 troubleshooting for complex incidents, defects, user access issues, workflow failures.
• Strong root cause analysis: review logs, reproduce issues, document findings, coordinate fixes.
• Experience with AESMP, ServiceNow, Jira for incident records and SLAs.
• Ability to communicate with users, developers, DevSecOps, cybersecurity, and government stakeholders.
• Knowledge of enterprise app support, secure production operations, incident and knowledge management.

Responsibilities

• Provide Tier 3 support for complex ACWS incidents escalated from Tier 2.
• Perform advanced troubleshooting using logs, data, workflow information, and user symptoms.
• Manage tickets with timely status updates and clear resolution notes.
• Coordinate with development, testing, DevSecOps, cybersecurity, and operations teams.
• Support defect triage, reproduction, workaround development, and validation of fixes.
• Contribute to SOPs, troubleshooting procedures, and knowledge articles.
• Identify trends and recommend improvements, automation opportunities.
• Support service desk reporting, SLA/SLO tracking, and readiness activities.

Skills

AI Copilot experience

Root cause analysis

Ticketing tools

Advanced Tier 3 troubleshooting

Communication with stakeholders

Enterprise application support

Documentation & knowledge management

Education

Associate’s degree in Information Technology, Computer Science, Information Systems, or related field

Tools

AESMP

ServiceNow

Jira

Job description

Socket.dev is seeking a Help Desk Technician (Tier 3) to deliver advanced support for ACWS, resolving complex incidents escalated from Tier 2 and performing root-cause analysis with cross-functional teams.

You will maintain accurate ticketing records, contribute to knowledge materials, and ensure durable fixes in production systems while coordinating with development, cybersecurity, and government stakeholders to sustain mission operations.