Help Desk Technician Tier 3
Job Summary
To troubleshoot and resolve complex issues within the ePS government application and its supporting Appian environment, the fully remote Help Desk Technician Tier 3 will manage escalated support tickets, collaborate with development teams, and enhance support tools and processes.
Key Responsibilities
- Investigate and resolve escalated Tier 3 support tickets while documenting solutions and providing timely updates
- Troubleshoot application errors, data discrepancies, and workflow issues within the ePS and Appian environment
- Develop and maintain support utilities and scripts to improve troubleshooting efficiency and ticket resolution
Required Qualifications
- 2-5 years of experience in technical support, application support, or service desk operations
- Bachelor's degree in information technology, computer science, or a related field, or equivalent practical experience
- Appian certification and working knowledge of Appian applications, including troubleshooting workflow and user issues
- Experience managing and documenting support tickets using Helix, Jira, ServiceNow, or a similar system
- U.S. citizenship and an active Secret security clearance
Complete Job Description
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