Technical Support Engineer, Associate

Location: Washington DC

Work Type: Hybrid Work (Minimum 2 days Onsite)

Required Clearance: Ability to Obtain Public Trust

Job Title: 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 DOTs 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.

Key Responsibilities

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.

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.
• Bachelors 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

Compensation and Benefits

The projected compensation range for this position is $65000 to $85000 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.

Devoted to Fair and Inclusive Practices

All qualified applicants will receive consideration for employment without regard to sex race ethnicity age national origin citizenship religion physical or mental disability medical condition genetic information pregnancy family structure marital status ancestry domestic partner status sexual orientation gender identity or expression veteran or military status or any other basis prohibited by law.

If you are interested in applying for employment with LCG and need special assistance or an accommodation to apply for a posted position contact our Human Resources department by email at.

Securing Your Data

Beware of fraudulent job offers using LCGs name. LCG will never request payment-related details or advancement of money during the application process. Legitimate communication will only come from oremails not free commercial services like Gmail or WhatsApp. If you receive suspicious emails asking for payment or personal information contact us immediately at.

If you believe you are the victim of a scam contact your local law enforcement and report the incident to theU.S. Federal Trade Commission.