Tier 3 Help Desk Technician — Mission-Critical Support

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

Job summary

DSA Inc. is seeking a Help Desk Technician (Tier 3) to provide advanced support for ACWS, resolving complex incidents escalated from Tier 2, performing root cause analysis, and guiding production troubleshooting.

You will document outcomes in ticketing systems, coordinate with development, cybersecurity, operations, and government stakeholders to sustain reliable mission operations, and contribute to knowledge base and SOPs.

Qualifications

• Experience providing Tier 3 support for mission-critical systems.
• Ability to perform root cause analysis and coordinate fixes.
• Experience with enterprise service management tools and incident management.

Responsibilities

• Provide Tier 3 technical support for complex ACWS incidents, defects, and service requests escalated from Tier 2.
• Conduct advanced troubleshooting and root cause analysis using logs, data, and user-reported symptoms.
• Manage assigned tickets to meet response and resolution objectives with timely status updates.
• 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 impacts to stakeholders.
• Contribute to SOPs, troubleshooting procedures, knowledge articles, self-help materials, and lessons learned.
• Monitor recurring issues, identify trends, and provide recommendations for corrective actions and service improvements.
• Support service desk reporting, incident management documentation, SLA/SLO tracking, and operational readiness activities.

Skills

5+ years exp

Root cause analysis

Communication skills

Education

Associate's degree in IT/CS/IS or related field

Tools

ServiceNow

Jira

AESMP

Job description

DSA Inc. is seeking a Help Desk Technician (Tier 3) to provide advanced support for ACWS, resolving complex incidents escalated from Tier 2, performing root cause analysis, and guiding production troubleshooting.

You will document outcomes in ticketing systems, coordinate with development, cybersecurity, operations, and government stakeholders to sustain reliable mission operations, and contribute to knowledge base and SOPs.