Help Desk Technician

Overview

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.

At LMI, we’re reimagining the path from insight to outcome at The New Speed of Possible™. Combining a legacy of over 60 years of federal expertise with our innovation ecosystem, we minimize time to value and accelerate mission success. We energize the brightest minds with emerging technologies to inspire creative solutions and push the boundaries of capability. LMI advances the pace of progress, enabling our customers to thrive while adapting to evolving mission needs. 

Responsibilities

• 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.
• 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.
• Travel required once per quarter for a four-day PI Planning event.

Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 1-3 years of experience in a help desk or technical support role, preferably in a Tier 2 or Tier 3 capacity.
• Experience supporting RFMSS, ATMC, or similar military training and range management systems is highly desirable.
• 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.
• Security+ or other relevant IT certifications are preferred.
• Knowledge of Army training systems, DoD networks, and cybersecurity best practices is a plus.

Disclaimer: 

The salary range displayed represents the typical salary range for this position and is not a guarantee of compensation. Individual salaries are determined by various factors including, but not limited to location, internal equity, business considerations, client contract requirements, and candidate qualifications, such as education, experience, skills, and security clearances.