LMI is seeking a skilled ATIS Help Desk Technician to provide Tier 2 and Tier 3 technical support for the RFMSS (Range Facility Management Support System) and ATMC (Army Training Management Capability) 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.

• Provide Tier 2 and Tier 3 technical support for RFMSS and ATMC 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 RFMSS and ATMC 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, RFMSS, and ATMC operations.
• Participate in system updates, testing, and implementation efforts to minimize service disruptions.
• Support manual testing for ATIS Learning and the ALCMC Team.
• Integrate with the System Team to collaborate with other testers in support of on-call ATIS Test Surge requirements.
• Support the transition to automated testing for ATIS software delivery.

Required Qualifications:

• Active Secret security clearance or ability to obtain a clearance. Please note, a US citizenship is required to obtain a clearance. 

• Associate’s degree in Information Technology, Computer Science, or a related field.
• 10+ years of experience in a help desk Tier 2 or Tier 3 capacity or related technical support role.
• 10+ years of experience in direct support to the Department of Defense (DoD).
• Strong troubleshooting skills and ability to communicate technical concepts to non-technical users.
• Familiarity with ITSM ticketing systems, remote troubleshooting tools, and enterprise support environments.
• Ability to work independently, prioritize tasks, and manage multiple support requests efficiently.
• CompTIA A+ CE, ITIL v3 Foundation certifications or other relevant IT certifications.

Preferred Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Experience supporting RFMSS, ATMC, or similar military training and range management systems.
• Professional certifications (e.g., SAFe Agilist, CompTIA Security+, Certified HCD Practitioner).
• Possess DoD 8140 foundational qualification through education, training, or certification.

Travel Requirements:

• Occasional travel required (e.g., quarterly for PI Planning, technical syncs, and major delivery milestones).