Tier 3 Service Desk Technician

Providing advanced technical support, the full-time Tier 3 Service Desk Technician will troubleshoot complex issues for the Army Contract Writing System (ACWS) while working remotely and coordinating with various technical teams.

Key responsibilities

• Deliver Tier 3 technical support for ACWS users and service desk teams, ensuring system reliability and user satisfaction
• Investigate and resolve complex application and system issues using diagnostic tools and structured problem-solving techniques
• Coordinate with cross-functional teams to address incidents requiring advanced analysis and support application releases and updates

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 or related technical support roles
• Strong troubleshooting skills across enterprise applications and integrations
• Experience using ITSM or enterprise ticketing systems for documenting incidents and resolutions
• Active Secret clearance and U.S. citizenship required