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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # TELECOMMUTE Tier 2 Help Desk Technician - **Company:** LMI - **Location:** United States (Remote available) - **Experience:** Experienced - **Salary:** $85,000.0 - $120,000.0 - **Contract:** Permanent contract - **Skills:** Automation of Tests, Information Systems, Issue Tracking Systems, Knowledge Management, Gitlab, SC Clearance, 3-tier Architectures, Doctrine (orm), Servicenow - **Published:** August 1, 2026 - **Apply:** https://www.dice.com/job-detail/041127af-a223-4e58-bc17-5589575505cb ## About the Role * 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). ## Description 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Remote Driving on Plant Grounds with State-of-the-Art Cloud Technologies](https://www.wearedevelopers.com/videos/251-remote-driving-on-plant-grounds-with-state-of-the-art-cloud-technologies) - [WeAreDevelopers LIVE - Modern DevOps for IoT Devices and More](https://www.wearedevelopers.com/videos/1805-wearedevelopers-live-modern-devops-for-iot-devices-and-more) - [Enabling automated 1-click customer deployments with built-in quality and security](https://www.wearedevelopers.com/videos/83-enabling-automated-1-click-customer-deployments-with-built-in-quality-and-security) - [Robots are coming into the wild! Full-Stack Robotics Engineers, be ready!](https://www.wearedevelopers.com/videos/479-robots-are-coming-into-the-wild-full-stack-robotics-engineers-be-ready) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Best US AI Conferences for CTOs in 2026: Build vs. Buy, Vendor Evaluation, and Peer Intelligence](https://www.wearedevelopers.com/magazine/736-best-us-ai-conferences-for-ctos-in-2026-build-vs-buy-vendor-evaluation-and-peer-intelligence) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers)