Help Desk Support (Tier III)

Description

At DANE, our ability to retain employees is a testament to how we treat, value, and support our incredibly smart, talented team. We offer aggressive PTO from day one, comprehensive benefits, and learning opportunities to support our employees in being their best. We value curiosity, initiative, and the drive to solve problems. You’ll work in an environment where your insights matter, where learning is encouraged, and where your contributions have a direct impact on the mission and the users we support.

We are seeking a highly skilled Tier III Help Desk Technician to join a fast-paced production support team supporting mission-critical applications. In this role, you will investigate complex technical issues, collaborate with development teams, and use analytical tools to uncover root causes. As the client environment evolves toward greater use of automation and AI-assisted processes, we are seeking candidates who bring strong troubleshooting capabilities along with experience in Python, C#, and or Power BI to support emerging data-driven workflows.

Responsibilities

• Monitor production applications, scheduled jobs, and incident management systems.
• Receive and analyze incidents and requests from end-users and troubleshoot and disposition appropriately.
• Research, track, and resolve complex issues escalated from Tier I and Tier II technicians
• Collaborate with Development teams to troubleshoot incidents, research root causes, and provide details that can help to prioritize user stories.
• Write and execute SQL queries; analyze tables, grants, functions, procedures, packages, and triggers.
• Perform backend data modifications using SQL.
• Draft and update Knowledge Base Articles (KBAs) and Standard Operating Procedures (SOPs) for lower-tier resolver groups to help with their knowledge of applications and decrease the time required to resolve issues.
• Utilize tools like TOAD for database management and optimization
• Support applications developed using .NET, Java, and Oracle Database environments.
• Work within tools such as ServiceNow, CLM, jQuery, and SharePoint.
• Develop and maintain PowerBI dashboards and reports for operational insights
• Write Python scripts for automation, data processing, and system integration tasks
• Work with C# applications and provide application-level support
  
  
  

Requirements

• Must have a bachelor’s degree in computer science or related field.
• Must have an Active DOD Secret Clearance
• Must have experience with .NET, Java, and Oracle Database projects and applications.
• Must have SQL, Service Now, CLM, jQuery, and SharePoint experience.
• Must have SQL Script writing experience
• Minimum of 4 Years of experience as a Tier III Application Support Help Desk Technician
• Minimum of 2 years’ experience with Power BI and or Python
• Experience with C# is preferred but not required
• Must have exceptional ability to break down complex situations and identify root causes for both technical and process-related issues
• Must have strong verbal and written communication skills; ability to articulate technical concepts to non-technical users and collaborate effectively with development teams
• Must have the proven ability to quickly learn new technologies and apply skills in evolving technical environments
  
  
  

DANE LLC 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, or status as a protected veteran.

Flexible work from home options available.