Tier 2 Help Desk (Security) - Clearance Required
Overview
LMI is a consultancy dedicated to powering a future-ready, high-performing government, drawing from expertise in digital and analytic solutions, logistics, and management advisory services. We deliver integrated capabilities that incorporate emerging technologies and are tailored to customers’ unique mission needs, backed by objective research and data analysis. Founded in 1961 to help the Department of Defense resolve complex logistics management challenges, LMI continues to enable growth and transformation, enhance operational readiness and resiliency, and ensure mission success for federal civilian and defense agencies.
The Tier 2 Help Desk - Security will provide Service Desk support to customers via the ServiceNow application and through both telephone, MS Teams and conference calls. This position is located at Fort Lee, Virginia and directly supports the GCSS Army Program Managment Office and the Army Shared Services Command (ASSC) teams. This position is currently 100% remote - but will return to a hybrid onsite work schedule (telework/onsite) requirement as dictated by the Government at some future date.
Responsibilities
- Responsible for Service Desk incident criticality adjudication and Tier 2 assignment or Tier 3 escalation on customer security issues.
- Responsible for maintaining resolution rate/time metrics and reporting requirements for the assigned business area of GCSS-Army (security)
- Responsible for Quality Assurance and Quality Control (QA/QC) for incidents associated with the security functional business area of GCSS-Army.
- Responsible for all contact, follow-up, and notification of customers that are assigned to business area support.
- Provides review, research, and analysis on any configuration and change items (CI) that are not or have been completed in the system.
- Responsible for research and analysis using information found in various DoD/Army systems such as GCSS-Army, ServiceNow, AESIP, DLA, LOGSA (LIW), UISS, LOG TOOLs, and GFEBS (other financial systems), etc.
- Provides trends analysis and continuously reviews, researches, and provides input to the PSM/PMO training team to support End User Manuals (EMU) Plus updates and G-TRAC systems to support GCSS-Army user training.
- Reviews and performs the research in the various modules of ServiceNow (Incident, Major Incident, Problem, and Change/Configuration modules to identify trends.
- Performs required research and analysis of maintenance updates and configurable changes to GCSS-Army to support customer issues.
Qualifications
- 5-10 years or more of experience in Army Logistics procedures with particular significant experience with security
- GCSS-ARMY experience and ServiceNow experience is highly preferred but must have working experience and detailed knowledge regarding US Army Logistics and legacy systems – experience required in security
- Excellent critical thinking and analytical skills to research and resolve functional business area support issues.
- Excellent MS Office Suite skills, but expert Level Microsoft Excel Skills to provide detailed analysis and views of data pulled from various data sources.
- Well-spoken and articulate and have the ability to communicate with all levels of leadership and Army organizations on financial matters.
- Must know how to work independently, but also as part of team and contribute to overall success of the LMI team.
- Provides assistance as needed to other team members to resolve a customer’s incident.
- Other duties as assigned to support Program Management Office, GCSS Army
- Active Secret Clearance required, with ability to obtain and maintain a CAC card; US Citizenship required
- Occasional travel required to Huntsville, AL or Northern Virginia sites may be required <10% potential.
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.
The salary range for this position is- $67,000-$119,000