Help Desk Technician (Tier 3) - ACWS
About this role
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.
- 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.
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 technical support for complex ACWS incidents, defects, and service requests escalated from Tier 2 or other support channels.
- Conduct advanced troubleshooting and root cause analysis using application behavior, logs, data, workflow information, integrations, and user-reported symptoms.
- 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, data, architecture, and operations teams to resolve defects and production support issues.
- Support defect triage, issue reproduction, workaround development, validation of fixes, and communication of support impacts to appropriate stakeholders.
- Contribute to SOPs, troubleshooting procedures, knowledge articles, self-help materials, and lessons learned to reduce repeat incidents and improve support quality.
- Monitor recurring issues, identify trends, and provide recommendations for corrective actions, automation opportunities, and service improvement.
- Support service desk reporting, incident management documentation, SLA/SLO tracking, and operational readiness activities for ACWS production support.
#DSA209
#LI-JE1
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.
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.
Company at a glance
Data Systems Analysts, Inc. (DSA) has been providing mission essential solutions for Defense, Federal Government, Academia, and Commercial customers since 1963. DSA's employees excel in helping our customers achieve sensitive, mission-critical business goals and objectives. DSA is a 100 percent employee-owned company: every employee has a stake in the success of our company. Since its inception, DSA has played an important role in supporting the U.S. Government. As one of its first major programs, DSA partnered with the U.S. Department of Defense (DoD) to provide a secure and reliable messaging system for America's fighting forces and our allies. Today, we provide high-end solutions across the Federal customer spectrum, including DoD and Civil agencies. We have expanded our customer base to include Universities and private industry partners as we provide Critical Infrastructure support and monitoring.
DSA has deep expertise and comprehensive understanding of the operational, security, collaboration, and identity management challenges our customers must address. We are CMMC Level 2 (C3PAO), ISO 9001:2015 and ISO/IEC 27001:2013 registered and appraised at CMMI Maturity Level 3 for Service Projects and for Development. DSA’s service offerings include Systems Engineering and Integration, Software Development, Data Analytics, Cyber Operations and Security, Systems Modernization, Cloud Solutions, Enterprise Collaboration and Knowledge Management, and Critical Infrastructure Intelligence Systems. DSA is headquartered in Trevose, PA and has major operations in the United States and support over 60 various locations across the country.
Tired of cold applications?
Sign up with Clera and we'll reach out the moment a role actually fits you — no more spraying applications into the void.
Know someone who'd be great for this?