Overview
Remote
USD 83,000.00 - 95,000.00 per year
Full Time
Skills
Problem Solving
Conflict Resolution
Effective Communication
Issue Resolution
Innovation
Prototyping
Artificial Intelligence
FOCUS
Collaboration
Health Care
Energy
Knowledge Base
Management
Help Desk
Tier 2
Tier 3
Technical Support
Security Clearance
Workflow
Training
Doctrine
FM
DoD
Military
Training Management
ServiceNow
SAFE
Agile
Law
Job Details
Overview
LMI is seeking a Tier II Help Desk Technician to serve as the critical second-level escalation resource for the Army Training Information System (ATIS). Serving as the critical second level of escalation from Tier I (AESMP) support, this role demands exceptional problem-solving abilities and effective communication skills to guide users through sophisticated system challenges. The technician will collaborate closely with cross-functional teams to ensure seamless issue resolution while maintaining precise escalation protocols.
LMI is a new breed of digital solutions provider dedicated to accelerating government impact with innovation and speed. Investing in technology and prototypes ahead of need, LMI brings commercial-grade platforms and mission-ready AI to federal agencies at commercial speed.
Leveraging our mission-ready technology and solutions, proven expertise in federal deployment, and strategic relationships, we enhance outcomes for the government, efficiently and effectively. With a focus on agility and collaboration, LMI serves the defense, space, healthcare, and energy sectors-helping agencies navigate complexity and outpace change. Headquartered in Tysons, Virginia, LMI is committed to delivering impactful results that strengthen missions and drive lasting value.
Responsibilities
Qualifications
Required Qualifications
Preferred Qualifications
Target salary range: $83,000 - 95,000. Final compensation will be determined by a variety of factors including but not limited to your skills, experience, education, and/or certifications.
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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 Tier II Help Desk Technician to serve as the critical second-level escalation resource for the Army Training Information System (ATIS). Serving as the critical second level of escalation from Tier I (AESMP) support, this role demands exceptional problem-solving abilities and effective communication skills to guide users through sophisticated system challenges. The technician will collaborate closely with cross-functional teams to ensure seamless issue resolution while maintaining precise escalation protocols.
LMI is a new breed of digital solutions provider dedicated to accelerating government impact with innovation and speed. Investing in technology and prototypes ahead of need, LMI brings commercial-grade platforms and mission-ready AI to federal agencies at commercial speed.
Leveraging our mission-ready technology and solutions, proven expertise in federal deployment, and strategic relationships, we enhance outcomes for the government, efficiently and effectively. With a focus on agility and collaboration, LMI serves the defense, space, healthcare, and energy sectors-helping agencies navigate complexity and outpace change. Headquartered in Tysons, Virginia, LMI is committed to delivering impactful results that strengthen missions and drive lasting value.
Responsibilities
- Receive and analyze escalated tickets from Tier I AESMP support.
- Validate escalation criteria and ensure ticket completeness (impact, user environment, UIC, role, screenshots, reproduction steps).
- Perform functional troubleshooting of ATIS Training issues
- Identify whether issues are functional/user-based (Tier II) or technical/system-based (Tier III).
- Resolve issues when possible and document solutions in the ATIS Knowledge Base.
- Perform detailed AESMP case management by validating and updating all case fields, ensuring accurate problem descriptions, correct prioritization/severity levels, proper categorization, and complete required data
- Communicate clearly with end users and manage cases to full resolution in accordance with established SLAs and workflows.
Qualifications
Required Qualifications
- 3+ years of experience in a help desk Tier 2 or Tier 3 capacity or related technical support role.
- Secret clearance
- Ability to diagnose functional issues and understand underlying system workflows.
- Understanding of Army Training Doctrine, including FM 7-0 and unit training management principles.
- Possess DoD 8140 qualification or able to complete within 6 months.
Preferred Qualifications
- Prior military or civilian experience supporting Training Management functions.
- Familiarity with ServiceNow or similar ticketing systems.
- SAFe Agile certification
Target salary range: $83,000 - 95,000. Final compensation will be determined by a variety of factors including but not limited to your skills, experience, education, and/or certifications.
Options
Apply for this job onlineApply
Share
Email this job to a friendRefer
Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed
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.