Tier 2 Help Desk Technician – Clearance Required

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $85k - $120k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

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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 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.

🎯 Requirements

• 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.

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off