Tier 2 Help Desk Technician - Clearance Required - Logistics Management Institute

Overview

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.

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

• 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.

Qualifications

Required Qualifications

• 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.