Help Desk Technician Tier 3

Koniag Government Services•Washington, DC

About The Position

Tuknik Government Services, LLC, a Koniag Government Services company, is recruiting a Help Desk Technician Tier 3 to support a U.S. Army customer on a large-scale Army contracting systems modernization and automation program. The role provides application-specific Tier 3 support within the Army’s existing four-tier service desk. The technician is responsible for engineering diagnosis through service restoration, correction, evidence collection, knowledge capture, and verified closure. This is a contingent recruiting profile for a future new business opportunity. The opening, employing subsidiary, compensation, work location, and staffing are subject to final contract authorization. Work may be remote when authorized or at Government-approved locations in the DC Metro area. The role supports staggered Government-business-day coverage and may include scheduled after-hours priority-one escalation, approved release windows, and recovery exercises. Classified tickets and system details must remain within approved SIPRNet tools and facilities.

Requirements

Associate or bachelor’s degree in information technology or a related field; additional relevant experience may substitute for education.
At least three years of enterprise application support or help-desk experience, including escalated troubleshooting responsibilities.
Experience with ticket management, structured troubleshooting, SQL or data analysis, application logs, user access, and interface failures.
Ability to communicate calmly with users and technical teams during mission-impacting incidents and document work precisely.
U.S. citizenship and an active security clearance or eligibility required for assigned work by the start of performance, with ongoing eligibility thereafter.
Ability to communicate clearly with Government, technical, and business stakeholders and maintain accurate work records in approved systems.
Ability to protect Controlled Unclassified Information and classified information when assigned and comply with required access, training, and handling procedures.
Tier 3 application troubleshooting skills.
Incident, problem, and knowledge management skills.
Appian, data, interface, and access diagnostics skills.
Service-level documentation and customer communication skills.
Root-cause analysis and regression support skills.

Nice To Haves

Experience supporting Appian, Army acquisition systems, ACWS, VCE, or another Defense Business System.
Experience with ServiceNow, Jira, Confluence, Splunk, or comparable service-management and monitoring tools.
ITIL Foundation, Appian, database, or cloud certification.

Responsibilities

Accept properly escalated Tier 3 tickets and validate the affected process, environment, severity, mission impact, evidence, workaround, and prior actions.
Diagnose issues involving Appian, data, interfaces, configuration, authentication, scheduled processes, and hosting dependencies.
Restore service through approved workarounds, data corrections, configuration changes, or engineering escalation.
Coordinate with Tier 1, functional Tier 2, DLA PIEE, platform providers, security teams, and partner-system owners while retaining accountability through closure.
Maintain linked ServiceNow and Jira records documenting ownership, actions, communications, dependencies, restoration, resolution, and closure evidence.
Support priority-based response, restoration, and resolution objectives, escalating risks before targets are missed.
Reproduce defects in non-production environments and support permanent corrections, regression testing, releases, and user verification.
Document symptoms, root causes, remedies, known errors, diagnostic procedures, and reusable knowledge articles.
Identify repeat incidents and emerging problem trends and recommend systemic backlog improvements.
Participate in staggered coverage, approved release windows, and after-hours priority-one escalation when scheduled.
Protect Controlled Unclassified Information and classified information when assigned, and follow required access, training, and handling procedures.