Functional Service Desk Agent – Clearance Required

🕒 September 13

🇺🇸 United States – Remote

💵 $90.1k - $140.6k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 7%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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LMI

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1961

📦 Logistics

🏥 Healthcare

🎖️ Defense

Logistics • Healthcare • Defense

LMI is a forward-thinking company that focuses on reimagining the path from insight to outcome through innovative solutions in various sectors, including applied AI and digital health. They provide advanced analytics, engineering support, and performance optimization across defense, health, and civilian markets, with a strong commitment to enhancing mission effectiveness for government clients. With a focus on collaboration and research, LMI aims to drive positive change through its diverse capabilities and partnerships.

📋 Description

• Provide subject matter expertise in federal acquisition and contracting to investigate, diagnose, and resolve functional incidents and service requests • Perform ticket triage within AESMP/ServiceNow, including priority validation, categorization, tagging, routing, and ticket ownership • Maintain expert-level knowledge of ACWS functionality, Army contracting business processes, and troubleshooting techniques • Complete required AESMP and program training • Troubleshoot FPDS contract action reporting, including CAR submission and validation errors • Manage assigned tickets to meet Service Level Objective targets and document troubleshooting, communications, and resolutions • Determine whether reported behavior is a system issue or business-process issue and research known issues, defects, and workarounds • Communicate directly with end users and provide clear guidance and regular status updates • Prepare escalation packages for the Tier 3 System Integrator and conduct warm handoffs where appropriate • Support Change and Defect Management, Agile Release Train intake, and monitoring of tickets awaiting code changes • Author, edit, and review Knowledge Based Articles and Knowledge Based Videos in AESMP • Analyze incident trends and issue clusters for Problem Management, root cause analysis, and continual service improvement • Support the ITIL service model framework for the contracting community • Communicate incident status and business impact to stakeholders and leadership • Participate in developing, reviewing, and delivering project artifacts and deliverables

🎯 Requirements

• Active Secret Clearance • Bachelor’s degree with 5+ years of experience in Federal government contracting and/or program management office, or 9+ years of work experience in a related field • DAWIA, DAU, NCMA, FAC, or other relevant certification in contracting • Deep understanding of the DoD contracting lifecycle, the FAR, and the DFARS • Advanced understanding of the contracting user community • Ability to develop targeted communications and knowledge content • Ability to work cohesively in a team-oriented matrix organization environment • Excellent verbal and written communication skills • Ability to effectively collaborate with internal and external customers • Demonstrated analytical and problem-solving acumen, including structured troubleshooting and root cause analysis • Excellent organization and time management skills • ITIL Foundation certification or ability to obtain certification within 6 months of hire • Active DoD Secret Clearance and U.S. Citizenship • Desired: 5+ years of warranted contracting officer experience • Desired: Prior experience as an Organizational Administrator, System Administrator, or privileged-user role of ACWS or another DoD contract writing system • Desired: 2+ years of experience in a tiered service desk, help desk, or application functional support role using an enterprise IT service management platform • Desired: Experience developing and maintaining knowledge base content • Desired: CompTIA Security+ certification

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