LCG, Inc. ยท 2 weeks ago
Technical Support Engineer, Associate
Washington, DC
Full-time
Hybrid
Senior Level, Lead/Staff
$65K/yr - $85K/yr
8+ years expLCG, Inc. is seeking a Technical Support Engineer, Associate to provide advanced operational and technical support for the U.S. Department of Transportation's enterprise web platform. The role involves managing tiered support activities, incident management, and ensuring platform reliability and compliance with federal standards.
Health CareInformation Technology
No H1B
Security Clearance Required
Responsibilities
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
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
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
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
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
Qualification
Required
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
Bachelor's 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
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
Benefits
Health insurance options (medical, dental, vision)
Life and disability insurance
Retirement plan contributions
Paid leave
Federal holidays
Professional development
Lifestyle benefits
Company
LCG, Inc.
LCG is an information technology company specializing in scientific research support, grants management, and health IT services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Melissa McCullough
Executive Vice President and CFO
Carey Parrett, MBA
Vice President and Chief Delivery Officer
Company data provided by crunchbase