Help Desk Technician (Tier 3) - ACWS
$100,000–$110,000 year
On-siteFort Dix, New Jersey, United States
Job Summary
Provide advanced Tier 3 technical support for complex ACWS incidents and defects escalated from Tier 2, conducting root cause analysis using logs, data, and workflow information. Manage assigned tickets to meet response and resolution objectives, maintain timely status updates, and document clear resolution details in the official ticketing system. Coordinate with development, testing, DevSecOps, cybersecurity, and operations teams to resolve production support issues and validate fixes. Contribute to SOPs, troubleshooting procedures, and knowledge articles to reduce repeat incidents and improve support quality. Monitor recurring issues, identify trends, and provide recommendations for corrective actions and service improvements. This role supports mission-critical operations for ACWS, requiring experience with enterprise application support, secure production environments, and DoD systems. Candidates must possess strong communication skills for interacting with government stakeholders and technical teams.
Required Qualifications
- Associate's degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent relevant experience
- ITIL Foundation, CompTIA Security+, HDI, ServiceNow, Jira, or related service management certifications
- 5+ years of experience providing enterprise help desk, service desk, application support, or production support for mission-critical systems
- Experience performing Tier 3 technical troubleshooting for complex incidents, application defects, user access issues, workflow failures, integration issues, and production support escalations
- Strong root cause analysis skills, including the ability to review logs, reproduce issues, analyze system behavior, document findings, and coordinate durable fixes with technical teams
- Experience ticketing tools such as AESMP, ServiceNow, Jira, or similar systems to manage incident records, status updates, resolution details, and SLA/SLO performance
- Ability to communicate effectively with users, functional support teams, developers, testers, DevSecOps, cybersecurity, and government stakeholders
- Knowledge of enterprise application support, secure production operations, access management, incident management, problem management, and knowledge management practices
- Ability to maintain accurate documentation, support repeatable troubleshooting procedures, and contribute to user-facing knowledge and self-help materials
- Experience with Microsoft Copilot and / or an approved equivalent AI solution
Desired Qualifications
- Experience supporting Army, DoD, federal acquisition, contracting, financial, or other mission enterprise systems
- Experience supporting Appian, low-code/no-code applications, Java-based services, APIs, databases, business intelligence tools, or cloud-hosted environments
- Familiarity with DoD security requirements, IL5/IL6 environments, RMF/ATO support, CAC-enabled systems, role-based access, and secure incident handling
- Experience developing SOPs, troubleshooting guides, ticket quality standards, dashboards, trend analysis, and service improvement recommendations
- Working knowledge of AI concepts and practical applications for improving service desk knowledge management, ticket triage, trend identification, and user self-help
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