User Support Specialist

Overview

LMI is a new breed of digital solutions provider dedicated to accelerating government impact with innovation and speed. Investing in technology and prototypes ahead of need, LMI brings commercial-grade platforms and mission-ready AI to federal agencies at commercial speed.

Leveraging our mission-ready technology and solutions, proven expertise in federal deployment, and strategic relationships, we enhance outcomes for the government, efficiently and effectively. With a focus on agility and collaboration, LMI serves the defense, space, healthcare, and energy sectors—helping agencies navigate complexity and outpace change. Headquartered in Tysons, Virginia, LMI is committed to delivering impactful results that strengthen missions and drive lasting value.

Responsibilities

LMI is seeking a skilled User Support Specialist who will serve as a key contributor to ensuring seamless operations for federal systems by delivering exceptional Tier 2 and Tier 3 user support services. You will troubleshoot and resolve escalated technical issues, manage knowledge resources, and contribute to a culture of continuous improvement. Leveraging advanced tools such as ServiceNow, you will play a critical role in improving customer satisfaction while upholding federal SLA requirements. Applicants will need to obtain and maintain a Public Trust Clearance

Key Responsibilities: 

• Provide Tier 2 and Tier 3 support services to ensure timely resolution of user issues, including complex troubleshooting and escalation management in alignment with SLA requirements.
• Deliver application-specific guidance and support for workflow and business process issues.
• Conduct root cause analysis for issues and identify solutions to mitigate recurrence and enhance system performance.
• Manage ServiceNow or other GSA-approved platforms to track, categorize, and prioritize tickets, ensuring accuracy and quick turnaround times.
• Maintain and update knowledge management materials, such as FAQs, troubleshooting guides, and user documentation, ensuring accessibility and usability for end users.
• Analyze support metrics and trends to identify areas for improvement and recommend proactive changes to enhance user support operations.
• Develop training materials and user guides to support end-user adoption of federal systems.
• Collaborate with external resolver groups and internal teams for timely implementation of fixes.
• Provide input for continuous improvement initiatives to enhance user satisfaction and operational efficiency.
• Participate in an on-call rotation to address critical issues and ensure system reliability.

Qualifications

Required Qualifications:

• Bachelor’s degree in Computer Science, Information Systems, or a related field (or equivalent combination of education and relevant experience).
• 3–7 years of experience providing IT user support services, including Tier 2 and Tier 3 troubleshooting.
• Proficiency in using ServiceNow or other ticket management platforms for categorization, prioritization, and tracking of user issues.
• Demonstrated expertise in root cause analysis, problem resolution, and technical incident management.
• Strong knowledge of federal help desk operations and service level agreement (SLA) compliance practices.
• Experience managing and contributing to comprehensive knowledge bases, FAQs, troubleshooting guides, and user documentation.
• Skilled in maintaining professional and empathetic communication to resolve customer issues effectively.
• Understanding of escalation processes and coordination with technical teams.
• Familiarity with customer satisfaction improvement methodologies and metrics tracking.
• Ability to obtain and maintain a Public Trust Clearance

Preferred Qualifications:

• Advanced certifications in IT Service Management tools or methodologies such as ITIL or ServiceNow Certified System Administrator.
• Experience in federal systems operations with a strong background in help desk functions tailored to government environments.
• Proven ability to analyze ticket trends and proactively recommend application enhancements based on user feedback.
• Familiarity with automated solutions and innovative practices to reduce repetitive support tasks and optimize ticket resolution time.
• Leadership experience in coordinating complex support operations across multiple resolver groups.
• Proficiency in technical risk management and incident response planning.
• Knowledge of Agile methodologies related to service delivery and iterative improvement of support practices.
• Experience supporting the General Services Administration (GSA) 

Public Trust clearance is required for this position.

The target salary range for this position is $57,000-$97,000. 

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.   

Applicants must meet eligibility requirements for a U.S. Government security clearance. Only US Citizens are eligible for a security clearance. For this position, LMI will only consider applicants with security clearances or applicants who are eligible for security clearances, due to the nature of the work.