Help Desk Technician (Tier 3) - ACWS
Data Systems Analysts, Inc.Fort Dix, New Jersey, United States · Posted 10 days agoDescription
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
- 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.
- 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 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.
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.
Similar jobs
Est. 165,000 USD
All hired employees are expected to have experience with Microsoft Copilot and / or an approved equivalent AI solution.Operations & Sustainment Lead Summary: Leads Operations and Sustainment activities by overseeing…
Est. 165,000 USD
All hired employees are expected to have experience with Microsoft Copilot and / or an approved equivalent AI solution. AI/ML Integration Specialist Summary: Lead AI/ML integration by delivering practical, secure, and go…
Est. 160,000 USD
All hired employees are expected to have experience with Microsoft Copilot and / or an approved equivalent AI solution.DevSecOps Lead Summary: Lead DevSecOps operations, overseeing CI/CD pipelines, hosting coordination,…
Est. 155,000 USD
All hired employees are expected to have experience with Microsoft Copilot and / or an approved equivalent AI solution.Data Migration & Integration Lead Summary: Lead data architecture and database operations, ensuri…
Est. 170,000 USD
All hired employees are expected to have experience with Microsoft Copilot and / or an approved equivalent AI solution.Program/Contract Manager Summary: Leads program execution and is accountable for overall work perform…
Est. 165,000 USD
All hired employees are expected to have experience with Microsoft Copilot and / or an approved equivalent AI solution.Cyber & Audit Lead Summary: Leads security by integrating controls across development and operati…
Est. 180,000 USD
All hired employees are expected to have experience with Microsoft Copilot and / or an approved equivalent AI solution.System Architect Summary: Serves as the System Architect by defining and communicating the system arc…
Est. 172,500 USD
All hired employees are expected to have experience with Microsoft Copilot and / or an approved equivalent AI solution. Description Data Systems Analysts, Inc. (DSA) has an opening for a Senior Computer Systems Engineer/…
Est. 165,000 USD
All hired employees are expected to have experience with Microsoft Copilot and / or an approved equivalent AI solution.Description Data Systems Analysts, Inc. (DSA) is seeking a TS/SCI-cleared Senior Full-Stack Developer…
Est. 140,000 USD
All hired employees are expected to have experience with Microsoft Copilot and / or an approved equivalent AI solution. Description Data Systems Analysts, Inc. (DSA) is seeking a TS/SCI cleared Network Security Specialis…
Est. 140,000 USD
All hired employees are expected to have experience with Microsoft Copilot and / or an approved equivalent AI solution.Description Data Systems Analysts, Inc. (DSA) is seeking a TS/SCI cleared Information System Security…
Est. 99,500 USD
All hired employees are expected to have experience with Microsoft Copilot and / or an approved equivalent AI solution.DescriptionData Systems Analysts, Inc. has an opening for a Senior Software Developer in Huntsville,…
Est. 150,000 USD
All hired employees are expected to have experience with Microsoft Copilot and / or an approved equivalent AI solution.The Program Manager serves as the single point of contact (POC) to the Government Contracting Officer…
Est. 97,500 USD
All hired employees are expected to have experience with Microsoft Copilot and / or an approved equivalent AI solution.DescriptionData Systems Analysts, Inc. has an opening for a Senior Software Developer in Huntsville,…
Est. 97,500 USD
All hired employees are expected to have experience with Microsoft Copilot and / or an approved equivalent AI solution.DescriptionData Systems Analysts, Inc (DSA) has an opening for a Software Developer to support the Or…
Est. 120,000 USD
All hired employees are expected to have experience with Microsoft Copilot and / or an approved equivalent AI solution.DescriptionData Systems Analysts, Inc (DSA) has an opening for a Cybersecurity Engineer to support th…
Est. 185,000 USD
All hired employees are expected to have experience with Microsoft Copilot and / or an approved equivalent AI solution. Summary: Leads Appian developer driving low-code design, development, modernization, and sustainment…
Est. 130,000 USD
All hired employees are expected to have experience with Microsoft Copilot and / or an approved equivalent AI solution.Description: Data Systems Analysts, Inc. (DSA) is seeking a Data Analytics Developer to join a high-p…
Est. 125,000 USD
All hired employees are expected to have experience with Microsoft Copilot and / or an approved equivalent AI solution.Technical Project Manager/Power Platform Developer DSA is searching for an experienced professional t…
Est. 120,000 USD
All hired employees are expected to have experience with Microsoft Copilot and / or an approved equivalent AI solution.DescriptionData Systems Analysts, Inc. has an opening for a Senior Network Administrator in Huntsvill…
Est. 131,000 USD
All hired employees are expected to have experience with Microsoft Copilot and / or an approved equivalent AI solution.DescriptionJoin a mission‑driven team where you’ll design, build, and sustain modern applications and…
Est. 141,000 USD
All hired employees are expected to have experience with Microsoft Copilot and / or an approved equivalent AI solution.DescriptionJoin a mission‑driven team where you’ll design, build, and sustain modern applications and…
Est. 117,350 USD
All hired employees are expected to have experience with Microsoft Copilot and / or an approved equivalent AI solution.Description: Data Systems Analysts, Inc. (DSA) is seeking a Power Platform Developer to join a high-p…
Est. 132,500 USD
All hired employees are expected to have experience with Microsoft Copilot and / or an approved equivalent AI solution.DescriptionJoin a mission‑driven team where you’ll design, build, and sustain modern applications and…
Est. 266,600 USD
At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the li…
Est. 200,000 USD
Senior Defense Technologist SME V, Systems Engineering and Technical Assistance (SETA) supporting Architecture Development and Deployment, Active Top Secret Clearance Description: As part of an engineering and developmen…
Est. 154,000 USD
About Us DLH delivers improved health and national security readiness solutions for federal programs through science research and development, systems engineering and integration, and digital transformation. Our experts…
Est. 200,000 USD
Security Requirements: TS/SCI (SAP eligible) Skills/Experience: Core Experience & Project Management: Fifteen (15) years of technical expertise related to cyber engineering and cyberspace test and evaluation with 10…
Est. 141,000 USD
Space is a warfighting domain. True Anomaly seeks those with the talent and ambition to build the technology that secures it. OUR MISSION True Anomaly delivers decisive capabilities for space superiority. We build autono…
Est. 109,200 USD
LOE required is 0.5 FTE. Description Candidates sought to provide technical program management support. The successful candidate will support the DARPA program manager by providing technical advice and industry knowledge…