Technical Support Engineer, Associate

Job Overview: The Technical Support Engineer, Associate provides advanced operational and technical support for the U.S. Department of Transportation (DOT) enterprise web platform for the Client. This role supports the daily operations, stability, and continuity of DOT’s Drupal-based Content Management System (CMS), associated child applications, and integrated third-party platforms.

The position is responsible for Tier 1, Tier 2, and Tier 3 support activities, including incident intake, triage, troubleshooting, escalation, root cause analysis support, and resolution verification. The Application Systems Analyst works closely with DOT OCIO, IT Shared Services (ITSS), CMS engineering teams, security stakeholders, and third-party vendors to ensure service levels, platform reliability, and compliance with federal standards., Service Operations & Tiered Support

• Provide Tier 1, Tier 2, and Tier 3 Help Desk support for the DOT Drupal CMS platform, child applications hosted on the platform, and integrated external applications.
• Perform incident intake, classification, prioritization, triage, escalation, advanced troubleshooting, and resolution verification in accordance with SLA requirements.
• Serve as an escalation point for complex CMS, integration, authentication, performance, and availability issues.
• Provide on-call and after-hours support for urgent incidents impacting production systems, as required.

Incident Management & Root Cause Support

• Analyze incidents and defects to identify root causes, contributing factors, and systemic issues.
• Coordinate with CMS engineers, infrastructure teams, security teams, and vendors to support incident resolution and remediation activities.
• Support post-incident reviews, documentation, and recommendations to reduce recurrence and improve platform stability.

Ticketing, Knowledge Management & Tooling

• Document all incidents, service requests, defects, and operational tasks in DOT-approved automated issue tracking tools (e.g., Jira, ServiceNow) with sufficient technical detail to support auditability, reporting, and trend analysis.
• Maintain and continuously improve the Help Desk knowledge base, SOPs, and standardized support workflows.
• Contribute to backlog items, operational metrics, and reporting related to O&M activities and service performance.

Platform & Integration Support

• Provide operational support for third-party tools and integrations, including but not limited to:

• Analytics and tag management (Google Analytics, Google Tag Manager)
• Search services (DigitalGov Search, Solr-based search)
• Forms, surveys, and messaging platforms (Qualtrics, GovDelivery, Granicus)
• Identity and access mechanisms (PIV, MFA, SSO)

Coordinate vendor engagement with providers such as Acquia, Akamai, and other CMS-related service vendors to resolve platform, hosting, CDN, or integration issues.

Security, Compliance & Accessibility Support

• Support implementation and validation of security controls in coordination with DOT OCIO and CISO teams.
• Assist with vulnerability remediation, configuration management, and compliance documentation.
• Support operational accessibility issue identification and remediation efforts in alignment with Section 508 and WCAG 2.0/2.1 AA requirements.

Required Experience & Skills

• Minimum of eight (8) years of professional experience in application support, systems analysis, service operations, or IT support roles.
• At least four (4) years of experience supporting enterprise web platforms or CMS environments, preferably Drupal, in federal or similarly regulated environments.
• Bachelor’s degree in Computer Science, Information Technology, Information Systems, or a related field.
• Demonstrated experience providing Tier 1/2/3 support, incident management, and escalation for production systems.
• Strong troubleshooting skills across CMS platforms, web applications, integrations, authentication services, and third-party tools.
• Hands-on experience with automated issue tracking and service management tools (e.g., Jira, ServiceNow).
• Familiarity with federal SDLC processes, change management, documentation, and audit requirements.
• Ability to collaborate effectively with government stakeholders, engineering teams, infrastructure providers, and vendors.

Preferred Qualifications & Certifications

• ITIL 4 Foundation
• HDI Support Center Analyst (SCA) or equivalent
• CompTIA Security+
• AWS Certified Cloud Practitioner (optional)
• IAAP Certified Professional in Accessibility Core Competencies (CPACC) - nice to have

The projected compensation range for this position is $65,000 to $85,000 per year benchmarked in the Washington, D.C. metropolitan area. Salary at LCG is determined by various factors, including but not limited to role, location, the combination of education/training, knowledge, skills, competencies, certifications, and work experience.

LCG offers a competitive, comprehensive benefits package which includes health insurance options (medical, dental, vision), life and disability insurance, retirement plan contributions, as well as paid leave, federal holidays, professional development, and lifestyle benefits.

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