Tier 3 Service Desk Technician
Job Summary
Providing advanced technical support, the full-time Tier 3 Service Desk Technician will resolve complex application and system issues for the Army Contract Writing System (ACWS) while collaborating with various technical teams in a remote environment.
Key responsibilities
- Provide Tier 3 technical support for ACWS users and service desk teams through enterprise service management processes
- Troubleshoot complex application, system, integration, and configuration issues using diagnostic tools and structured problem-solving techniques
- Serve as a technical escalation point for Tier 2 support personnel and coordinate the resolution of incidents requiring advanced analysis
Required 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, or related technical support roles
- Strong troubleshooting skills across enterprise applications and data flows
- Experience using ITSM or enterprise ticketing systems for documenting incidents and resolutions
- Active Secret clearance or ability to obtain and maintain one; U.S. citizenship required
Complete Job Description
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