Tier 3 Service Desk Technician

📋 Description

• Provide Tier 3 technical support to application users and service desk teams through established
• Troubleshoot complex application, system, integration, performance, configuration, and data issues
• Serve as a technical escalation point for Tier 2 support personnel and coordinate the resolution of
• Provide on-call support for mission-critical incidents when required and document troubleshooting
• Investigate recurring incidents, issue patterns, and problem trends and contribute to root cause
• Collaborate with developers, Appian specialists, database administrators, DevSecOps engineers, QA

🎯 Requirements

• Associate's degree in Information Technology, Computer Science, or a related field, or equivalent
• 5+ years of experience in Tier 2 or Tier 3 service desk, application support, system support, or a
• Strong troubleshooting experience across enterprise applications, integrations, operating
• Experience using ITSM or enterprise ticketing platforms and documenting incidents, resolutions, and
• Experience diagnosing software errors, bugs, configuration issues, performance problems, and data
• Ability to explain technical concepts clearly to technical teams, end users, and management

🎁 Benefits

• Target salary of up to $124,000.
• Fully remote position within the United States.
• Full-time opportunity supporting mission-critical federal technology.
• Salary is determined based on factors such as location, internal equity, business considerations
• Opportunity to work with modern enterprise application, DevSecOps, cloud, and service management
• Exposure to cross-functional technical teams and Agile delivery environments.