Position Summary
Avum is seeking a Help Desk Technician (Tier 3) to troubleshoot and resolve complex issues within our ePS government application and its supporting Appian environment. This role serves as an escalation resource for application and data issues, works closely with development teams, and helps improve support tools and processes.
The ideal candidate brings technical support experience, Appian platform knowledge, and the ability to explain technical issues clearly to users and teammates.
Key Responsibilities
- Investigate and resolve escalated Tier 3 support tickets, providing timely updates and documenting solutions.
- Troubleshoot application errors, data discrepancies, and workflow issues within ePS and its supporting Appian environment.
- Review available logs, reproduce reported issues, and gather information to identify root causes.
- Develop and maintain support utilities and scripts to improve troubleshooting and ticket resolution.
- Collaborate with development teams to report defects, validate fixes, and resolve recurring issues.
- Manage assigned ticket queues and prioritize issues based on user impact and urgency.
- Create and maintain knowledge articles, troubleshooting procedures, and user guides.
- Perform authorized support activities using elevated system access while following established security and access control procedures.
- Recommend improvements to support processes and application reliability.
Compensation
The salary range for this position is $80,000 to $100,000 annually. Actual compensation and position level will be determined based on experience, qualifications, certifications, geographic location, and the responsibilities of the assigned role.
Avum offers a comprehensive benefits package including medical (Cigna), dental and vision (Principal), 401(k), PTO, education reimbursement, and certification reimbursement.
Work Environment & Requirements
- Remote work environment with potential onsite requirements based on contract needs.
- U.S. citizenship and active Secret security clearance required.
- Must satisfy applicable background investigation and system access requirements.
Equal Employment Opportunity
Avum, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected class under federal, state, or local law. Avum is committed to compliance with Section 503 of the Rehabilitation Act and VEVRAA, and maintains an active Affirmative Action Plan.
Required Qualifications
- 2-5 years of experience in technical support, application support, or service desk operations.
- Bachelor’s degree in information technology, computer science, or a related field, or equivalent practical experience.
- Appian certification and working knowledge of Appian applications, including troubleshooting workflow and user issues.
- Ability to investigate application errors, document findings, and coordinate resolution with support or development teams.
- Experience managing and documenting support tickets using Helix, Jira, ServiceNow, or a similar system.
- Strong communication skills, including the ability to explain technical issues clearly and create troubleshooting documentation.
- U.S. citizenship and an active Secret security clearance.
- Meet Tier 3 (T3) background investigation requirements and obtain and maintain authorization for elevated system access.
Preferred Qualifications
- Background supporting or developing Appian applications.
- Ability to write SQL queries to investigate data discrepancies and support troubleshooting.
- Familiarity with scripting or creating utilities that simplify support tasks.
- Previous support experience with federal or Department of Defense applications.
- CompTIA A+ or a comparable technical support certification.
- ITIL Foundation certification.