Power Apps Technical Support Specialist

Overview

Gridiron IT is seeking a Tier 3 Technical Support Operations Specialist to support a federal program on a 100% remote basis. The role involves planning, securing, debugging, deploying, and ongoing support of applications built on the Power Platform. The specialist will work with the National Service Desk (NSD) Tier 1 & 2 team and other infrastructure engineering and application development teams to address escalated issues, adhere to incident, problem, change, release, outage communication, and service request procedures using Service Now, develop Knowledge Base Articles (KBAs), and provide on‑call 24x7x365 application support.

Additionally, the specialist will help onboard 8‑10 K end‑users in waves over a roughly 18‑month period and continuously improve day‑to‑day operations of the applications and infrastructure.

• Plan, secure, debug, deploy, and support Power Platform applications.
• Collaborate with Tier 1 & 2 teams and infrastructure/application teams on escalated issues.
• Adhere to defined incident, problem, change, release, outage communication, and service request procedures; utilize Service Now.
• Develop KBAs and train Tier 1 & 2 staff as needed.
• Provide 24x7x365 on‑call application support.
• Support onboarding of 8‑10 K end‑users and ensure system stability, security, and performance.
• Monitor systems, triage tickets, research, resolve per SOP, and analyze trends.
• Report Service Now metrics on ticket acknowledgements, resolution times, and aging.

• Minimum 5 years of experience in application or infrastructure design, development, testing, or operations.
• Advanced skills in Microsoft Power Apps, Power Platform Infrastructure, Dataverse, Power BI, and basic Service Now.
• Strong technical problem‑solving and implementation skills in application coding, infrastructure, or automation.
• Effective written and verbal communication; coordination across teams.
• Experience with Service Now ITSM (preferred), ITIL (preferred), data analysis (Excel, T‑SQL, SQL Server), Azure SQL, and database architecture (ETL).
• Understanding of incident, problem, change, release, outage, and service management processes.

Applicants selected will be subject to a security investigation and may need eligibility for classified information access.

Salary Range: $110,000 – $140,000 per year, based on location, experience, skills, and business needs. Benefits include medical, dental, vision, HSA, FSA, 401(k), disability & ADD insurance, life and pet insurance. Full‑time and part‑time employees working at least 30 hours per week are eligible for benefits.

Gridiron IT Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status or disability status. Gridiron IT is a Women Owned Small Business headquartered in Washington, D.C. that supports federal agencies.