[Hiring] Tier 3 Service Desk Technician @LMI

Role Description

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.

The successful candidate will work closely with:

• end users
• functional SMEs
• developers
• Appian specialists
• database administrators
• DevSecOps engineers
• cybersecurity personnel
• other technical teams

Key responsibilities include:

• 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.

Requirements

• Batchelor'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.

Benefits

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