Tier 2 Help Desk Technician

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.

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.

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.