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.

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.
Practical experience with the Army Training Information System (ATIS).
Prior military or civilian experience supporting Training Management functions.
Familiarity with ServiceNow or similar ticketing systems.
Possess applicable DoD 8140 foundational qualification through education, training, or certification.
SAFe Agile certification.

Tier 2 Help Desk Technician – Clearance Required

Key skills