Tier 3 Service Desk Technician - Clearance Required

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

Job summary

LMI is seeking a Tier 3 Service Desk Technician to support Army AT& R and provide advanced technical support for the Army Contract Writing System (ACWS) built on the Appian Platform. This role resolves complex issues beyond routine service desk tasks and collaborates with Appian developers, DBAs, DevSecOps, and cybersecurity teams.

The position requires strong troubleshooting, ITSM experience, and an active Secret clearance or ability to obtain one, plus U.S. citizenship.

Qualifications

• Associate's degree in IT, CS, or related field; equivalent experience may be considered.
• 5+ years in Tier 2/3 service desk or related technical support roles.
• Strong troubleshooting across enterprise apps, integrations, and data flows.
• Experience with ITSM/enterprise ticketing systems and incident documentation.
• Ability to explain technical concepts to technical and non-technical audiences.
• Ability to work independently, prioritize requests, and meet SLAs.
• Active Secret clearance or ability to obtain and maintain one.
• U.S. citizenship required.

Responsibilities

• Provide Tier 3 technical support for ACWS users and service desk teams.
• Troubleshoot complex application, system, integration, performance, configuration, and data issues using logs and tools.
• Escalate to Tier 2 and coordinate resolution of incidents requiring advanced analysis.
• Provide on-call response for mission-critical issues and document steps and resolutions.
• Investigate recurring incidents and support root-cause analysis and continual improvement.
• Coordinate with Appian developers, DBAs, DevSecOps, QA, and partners to resolve cross-functional issues.
• Support releases, system updates, testing, UAT, and production deployment activities.
• Develop escalation packages and maintain knowledge articles and SOPs.
• Provide user guidance and training related to recurring issues and features.
• Support account, access, configuration, and basic system administration.
• Participate in Agile ceremonies and customer engagements.

Skills

Tier 2/3 support

Troubleshooting

ITSM tools

Communication

Self-motivation

Security clearance

US citizenship

Education

Associate's degree in IT/CS

Bachelor's degree (preferred)

Job description

Tier 3 Service Desk Technician - Clearance Required

Job Locations

US-Remote

Job Details

ID: 2026-14521

Number of openings: 2

Overview

LMI is seeking a Tier 3 Service Desk Technician to support Army Acquisition, Training, and Readiness (AT&R) and provide advanced technical support for the Army Contract Writing System (ACWS). ACWS is built on the Appian Platform. This position will resolve complex application, system, integration, performance, and configuration issues that require technical investigation beyond routine service desk support.

LMI is a new breed of digital solutions provider dedicated to accelerating government impact with innovation and speed. Investing in technology and prototypes ahead of need, LMI brings commercial-grade platforms and mission-ready AI to federal agencies at commercial speed.

Leveraging our mission-ready technology and solutions, proven expertise in federal deployment, and strategic relationships, we enhance outcomes for the government, efficiently and effectively. With a focus on agility and collaboration, LMI serves the defense, space, healthcare, and energy sectors-helping agencies navigate complexity and outpace change. Headquartered in Tysons, Virginia, LMI is committed to delivering impactful results that strengthen missions and drive lasting value.

Responsibilities

The successful candidate will work closely with end users, functional SMEs, developers, Appian specialists, database administrators, DevSecOps engineers, cybersecurity personnel, and other technical teams to maintain ACWS availability, reliability, and user support quality.

• 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.

Qualifications

• Associate's degree in Information Technology, Computer Science, or a related field; equivalent relevant experience may be considered.
• 5+ years of experience in Tier 2 or Tier 3 service desk, application support, system support, or related technical support roles.
• Strong troubleshooting skills across enterprise applications, integrations, operating environments, and data flows.
• 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.
• Ability to work independently, prioritize multiple support requests, and manage issues against defined service levels.
• Active Secret clearance or ability to obtain and maintain one.
• U.S. citizenship required.

Desired Skills

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• Experience supporting the Appian Platform, Appian Cloud, or Appian-based enterprise applications preferred.
• Experience supporting ACWS, DoD contract writing systems, federal acquisition systems, or other mission-critical federal applications.
• ITIL Foundation, CompTIA A+, Security+, or comparable IT service management or technical certification.
• Experience with ServiceNow/AESMP, BMC Helix, Jira, GitLab, or similar service management and collaboration tools.
• Experience with application deployments, release support, user acceptance testing, or technical implementation activities.
• Experience developing knowledge base articles, support SOPs, desk guides, and training materials.

The target salary range for this position goes up to $124,000.

The salary range displayed represents the typical salary range for this position and is not a guarantee of compensation. Individual salaries are determined by various factors including, but not limited to location, internal equity, business considerations, client contract requirements, and candidate qualifications, such as education, experience, skills, and security clearances.

Job Locations

US-Remote

LMI is an Equal Opportunity Employer

LMI is committed to the fair treatment of all and to our policy of providing applicants and employees with equal employment opportunities. LMI recruits, hires, trains, and promotes people without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, disability, age, protected veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local law. If you are a person with a disability needing assistance with the application process, please contact [e-mail]

Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.