Tier III Help Desk

We are seeking an experienced Tier III Application Support Help Desk Technician to support a complex production environment with multiple enterprise applications. This position focuses on diagnosing and resolving advanced application and data issues escalated from Tier I and Tier II teams, collaborating closely with development and other IT groups. The environment is evolving toward greater use of automation and data-driven tools, and candidates should have beginner-level exposure to any of the following: Python, C#, or Power BI, along with a willingness to continue learning., * Monitor production applications, scheduled jobs, and the incident management ticketing system.

• Receive, analyze, and troubleshoot complex incidents and service requests escalated from Tier I and Tier II support teams.
• Investigate application and data-related issues, determine root causes, and either resolve issues or collaborate with development and other IT teams for resolution.
• Collaborate with development teams by providing detailed analysis, logs, and findings that assist with root cause identification and prioritization of fixes.
• Write and execute SQL queries to analyze tables, grants, functions, procedures, packages, and triggers.
• Perform backend data modifications using SQL in accordance with change management and security procedures.
• Assist in the creation and maintenance of Knowledge Base Articles (KBAs) and Standard Operating Procedures (SOPs) to improve issue resolution and reduce escalation volume.
• Support applications built on .NET, Java, and Oracle database platforms.
• Work within enterprise tools such as ServiceNow, CLM, jQuery, and SharePoint.
• Support operational reporting and analysis efforts, including basic Power BI dashboards.
• Utilize beginner-level scripting or automation (e.g., Python or C#) to assist with diagnostics, data handling, or operational efficiencies, as appropriate.

• Active DoD Secret clearance (or higher).
• Bachelor’s degree in Computer Science or a related field.
• Minimum of 4+ years of experience in a Tier III Application Support Help Desk role.
• Strong problem-solving skills with the ability to break down complex technical and process-related issues to identify root causes.
• Experience supporting applications developed using .NET, Java, and Oracle databases.
• Strong SQL scripting experience, including writing queries and performing backend data modifications.
• Experience working with Oracle or Microsoft SQL databases and tools such as TOAD.
• Experience with enterprise support tools, including ServiceNow, CLM, jQuery, and SharePoint.
• Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical users and collaborate effectively with technical teams.

Preferred Skills (Beginner-Level or Exposure)

• Python scripting for basic automation, diagnostics, or data processing.
• Familiarity with C# applications for troubleshooting or support purposes.
• Experience building or supporting Power BI dashboards or reports.
• Demonstrated Interest in learning and supporting automation and AI-assisted operational workflows as the environment evolves., * Bachelor’s (Required), * SQL: 4 years (Required)
• Python: 1 year (Preferred)
• Power BI: 1 year (Preferred)

1919 North Lynn Street, Arlington, VA 22209 Hybrid work $90,000 - $110,000 a year - Full-time, Pulled from the full job description

• Referral program
• Tuition reimbursement
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Employee discount, At DANE, we value experienced professionals who enjoy solving complex problems and supporting mission-critical systems. We offer competitive benefits, aggressive PTO from day one, and an environment that encourages learning and collaboration., * 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance