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# Help Desk Technician Tier 3

- **Company:** Koniag Services, Inc.
- **Location:** Washington, DC, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Data Analysis, Confluence, JIRA, User Authentication, Business Systems, Cloud Computing, Databases, Monitoring of Systems, Knowledge Management, Regression Testing, SQL Databases, Enterprise Software Applications, Appian, Information Technology, 3-tier Architectures, Splunk, Servicenow
- **Published:** October 30, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9278779/help-desk-technician-tier-3

## About the Role

* Associate or bachelor's degree in information technology or a related field; additional relevant experience may substitute for education.
 * Three or more 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 to document work precisely.
 * U.S. citizenship and the active security clearance or eligibility required for the assigned work by the start of performance, with ongoing eligibility thereafter.
 * Ability to communicate clearly with Government, technical, and business stakeholders and to 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.

Education and Experience Desired:

 * 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., * Tier 3 application troubleshooting
 * Incident, problem, and knowledge management
 * Appian, data, interface, and access diagnostics
 * Service-level documentation and customer communication
 * Root-cause analysis and regression support

## Description

Tuknik Government Services, LLC Koniag Government Services (KGS) is seeking qualified candidates for this role supporting our U.S. Army customer on a large-scale Army contracting systems modernization and automation program. Provides application-specific Tier 3 support for capabilities within the Army's existing four-tier service desk. The technician owns engineering diagnosis through restoration, correction, evidence, knowledge capture, and verified closure. This is a contingent recruiting profile; the opening, employing subsidiary, compensation, work location, and staffing remain subject to final contract authorization.

Essential Functions, Responsibilities & Duties may include, but are not limited to:

 * Accept properly escalated Tier 3 tickets and validate the affected process, environment, severity, mission impact, evidence, workaround, and prior actions.
 * Diagnose issues across 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 with ownership, actions, communications, dependencies, restoration, resolution, and closure evidence.
 * Support priority-based response, restoration, and resolution objectives and escalate risks before targets are missed.
 * Reproduce defects in non-production environments and support permanent corrections, regression testing, release, and user verification.
 * Document symptoms, root cause, remedy, 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.