Tier 2 Help Desk Technician - Clearance Required

				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:

* 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.
			

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