Tier 3 Service Desk Engineer – Appian (Hybrid/Remote)

Avum Inc.

Malibu (CA)

Hybrid

USD 70,000 - 85,000

Full time

6 days ago

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Benefits offered by this job

Medical, dental, vision

401(k)

PTO

Education reimbursement

Certification reimbursement

Job summary

Avum Inc. seeks a Service Desk Support Engineer to provide Tier 3 technical support for our ePS government application. You will investigate complex issues, develop utilities, and work with development teams to resolve escalated tickets.

The ideal candidate brings strong troubleshooting skills, Appian platform knowledge, and a commitment to timely, reliable support. Hybrid/remote work with on-site requirements and a Secret clearance are expected.

Qualifications

Bachelor's degree in information technology, computer science, or a related field or equivalent practical experience.
At least 1 year of experience in technical support or service desk operations.
Foundational knowledge of the Appian platform and Appian certification.
Experience with ticketing systems such as Helix, Jira, or ServiceNow.
Strong troubleshooting, communication, and documentation skills.

Responsibilities

Investigate and resolve escalated Tier 3 service desk tickets, ensuring accurate solutions and timely communication.
Troubleshoot complex application and data issues within ePS and its Appian environment.
Develop and maintain utilities and scripts to improve troubleshooting and ticket resolution.
Collaborate with development teams to identify root causes, elevate defects, and implement lasting solutions.
Manage ticket queues, prioritize issues by impact and urgency, and coordinate workloads.