Help Desk Technician (Tier 3) - ACWS

All hired employees are expected to have experience with Microsoft Copilot and / or an approved equivalent AI solution.

Help Desk Technician (Tier 3) Summary

Provides advanced Tier 3 technical support for ACWS by resolving complex incidents and defects escalated from Tier 2, conducting root cause analysis, supporting production troubleshooting, maintaining accurate ticket documentation, and coordinating with development, operations, cybersecurity, and government stakeholders to sustain reliable mission operations.

Required Skills

• Associate’s degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent relevant experience.
• CompTIA Security+ and AWS cloud engineering or architecture certification
• 4+ 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.
• Active Secret Clearance

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.

Responsibilities

• Provide Tier 3 support for complex incidents, defects, and requests
• Analyze logs, data, workflows, integrations, and symptoms
• Manage tickets to response and resolution targets
• Coordinate triage, workarounds, fixes, and validation
• Contribute to SOPs, troubleshooting procedures, knowledge articles, self-help materials, and lessons learned to reduce repeat incidents and improve support quality.

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The posted salary range is a good-faith estimate. Actual compensation will be based on the selected candidate’s qualifications, experience, skills, and other job-related factors.

DSA - Salary Pay Range

$95,000—$105,000 USD

Many of DSA's positions require the ability to obtain a security clearance. Security clearances may only be granted to U.S. citizens. In addition, applicants who accept a conditional offer of employment may be subject to government security investigation(s) and must meet eligibility requirements for access to classified information. DSA is proud to be an Equal Opportunity Employer. DSA is committed to treating all employees and applicants for employment with respect and dignity and maintaining a workplace that is free from unlawful discrimination. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. DSA requires background checks , where permitted , by law. DSA is an E-Verify Employer.