Overview
Remote
Full Time
Skills
Facility Management
Training Management
Conflict Resolution
Problem Solving
Customer Service
Network
Account Management
Issue Tracking
Knowledge Management
Workflow
GitLab
End-user Training
Cyber Security
Regulatory Compliance
Testing
Manual Testing
Collaboration
Automated Testing
Security Clearance
Help Desk
Tier 2
Tier 3
Technical Support
IT Service Management
Remote Support
CompTIA
Customer Engagement
ITIL
Information Technology
Computer Science
Military
Management
SAFE
Security+
HCD
DoD
Training
Law
Job Details
Overview
LMI is seeking a skilled ATIS Help Desk Technician to provide Tier 2 and Tier 3 technical support for the RFMSS (Range Facility Management Support System) and ATMC (Army Training Management Capability) applications within the Army Training Information System (ATIS). This role is ideal for individuals with strong problem-solving skills and a passion for delivering high-quality customer service while supporting mission-critical applications for the U.S. Army. The successful candidate will also be able to support manual testing and support transition to automated testing for all of ATIS.
Responsibilities
Qualifications
Required Qualifications:
Preferred Qualifications:
Travel Requirements:
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LMI is an Equal Opportunity Employer. LMI is committed to the fair treatment of all and to our policy of providing applicants and employees with equal employment opportunities. LMI recruits, hires, trains, and promotes people without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, disability, age, protected veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local law. If you are a person with a disability needing assistance with the application process, please contact
Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
Need help finding the right job?
LMI is seeking a skilled ATIS Help Desk Technician to provide Tier 2 and Tier 3 technical support for the RFMSS (Range Facility Management Support System) and ATMC (Army Training Management Capability) applications within the Army Training Information System (ATIS). This role is ideal for individuals with strong problem-solving skills and a passion for delivering high-quality customer service while supporting mission-critical applications for the U.S. Army. The successful candidate will also be able to support manual testing and support transition to automated testing for all of ATIS.
Responsibilities
- Provide Tier 2 and Tier 3 technical support for RFMSS and ATMC users via phone, email, and ticketing systems.
- Troubleshoot application, network, and system-related issues, escalating unresolved problems as necessary.
- Assist users with login issues, password resets, and account management.
- Document reported issues and resolutions in the ticketing system to support knowledge management.
- Develop and maintain help desk workflows and management SOPs.
- Create, manage, and resolve support tickets using Gitlab and other ticketing systems.
- Conduct user training sessions and develop instructional materials on RFMSS and ATMC features and best practices.
- Collaborate with developers, system administrators, and cybersecurity teams to resolve recurring issues and improve system functionality.
- Ensure compliance with security protocols, policies, and guidelines related to ATIS, RFMSS, and ATMC operations.
- Participate in system updates, testing, and implementation efforts to minimize service disruptions.
- Support manual testing for ATIS Learning and the ALCMC Team.
- Integrate with the System Team to collaborate with other testers in support of on-call ATIS Test Surge requirements.
- Support the transition to automated testing for ATIS software delivery.
Qualifications
Required Qualifications:
- Active Secret security clearance or ability to obtain a clearance. Please note, a ship is required to obtain a clearance.
- Associate's degree in Information Technology, Computer Science, or a related field.
- 10+ years of experience in a help desk Tier 2 or Tier 3 capacity or related technical support role.
- 10+ years of experience in direct support to the Department of Defense (DoD).
- Strong troubleshooting skills and ability to communicate technical concepts to non-technical users.
- Familiarity with ITSM ticketing systems, remote troubleshooting tools, and enterprise support environments.
- Ability to work independently, prioritize tasks, and manage multiple support requests efficiently.
- CompTIA A+ CE, ITIL v3 Foundation certifications or other relevant IT certifications.
Preferred Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Experience supporting RFMSS, ATMC, or similar military training and range management systems.
- Professional certifications (e.g., SAFe Agilist, CompTIA Security+, Certified HCD Practitioner).
- Possess DoD 8140 foundational qualification through education, training, or certification.
Travel Requirements:
- Occasional travel required (e.g., quarterly for PI Planning, technical syncs, and major delivery milestones).
Options
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Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
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LMI is an Equal Opportunity Employer. LMI is committed to the fair treatment of all and to our policy of providing applicants and employees with equal employment opportunities. LMI recruits, hires, trains, and promotes people without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, disability, age, protected veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local law. If you are a person with a disability needing assistance with the application process, please contact
Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
Need help finding the right job?
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.