TELECOMMUTE Tier 2 Help Desk Technician

LMI is seeking a skilled ATIS Help Desk Technician to provide Tier 2 and Tier 3 technical support for 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. A Secret clearance is required., * Provide Tier 2 and Tier 3 technical support for 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 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 operations.
• Participate in system updates, testing, and implementation efforts to minimize service disruptions.
• Support manual testing for ATIS applications.
• Integrate with the ART to collaborate with other testers in support of on-call ATIS Test Surge requirements.
• Support the transition to automated testing for ATIS software delivery.

• 3+ years of experience in a help desk Tier 2 or Tier 3 capacity or related technical support role.
• Strong troubleshooting skills and ability to communicate technical concepts to non-technical users.
• Ability to diagnose functional issues and understand underlying system workflows.
• Understanding of Army Training Doctrine, including FM 7-0 and unit training management principles.
• Demonstrated Ability to work independently, prioritize tasks, and manage multiple support requests efficiently.
• Secret clearance required.

Preferred Qualifications

• Practical experience with the Army Training Information System (ATIS)
• Prior military or civilian experience supporting Training Management functions.
• Familiarity with ServiceNow or similar ticketing systems.
• Possess applicable DoD 8140 foundational qualification through education, training, or certification.
• SAFe Agile certification.

Travel Requirements:

• Occasional travel required (e.g., quarterly for PI Planning, technical syncs, and major delivery milestones).

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.