Army Contracting System Expert - Service Desk (Secret)

LMI Consulting, LLC; Tysons (VA); Remote; USD 90,000 - 141,000; Full time

Job summary

LMI Consulting, LLC is seeking a Functional Service Desk Agent with DoW contracting experience to support the Army Contract Writing System (ACWS) from its Tier 2 Functionality Desk. The role requires an active DoD Secret Clearance and delivery of timely, accurate incident resolution.

You will handle incidents end-to-end, document diagnostic steps and outcomes, and escalate when needed to Tier 3. This position emphasizes customer empathy, knowledge sharing, and ITIL-aligned processes in a federal

Qualifications

• Bachelor's degree with 5+ years in Federal contracting and/or PMO, or 9+ years in related field.
• DAWIA/DAU/NCMA/FAC or other contracting certification.
• Deep understanding of DoD contracting lifecycle, FAR, and DFARS.
• Excellent verbal and written communication; ability to listen, empathize and relate to customers.
• Active DoD Secret Clearance.
• ITIL Foundation certification or ability to obtain within 6 months.

Responsibilities

• Investigate, diagnose, and resolve functional incidents and service requests.
• Triage tickets in AESMP/ServiceNow; validate priority, categorization, and ownership.
• Maintain expert knowledge of ACWS functionality and contracting processes.
• Troubleshoot FPDS and CAR submission errors.
• Meet Service Level Objectives for response and resolution with clear documentation.
• Differentiate system vs business-process issues and research known issues.
• Provide empathetic, clear user communications and regular status updates.
• Prepare escalation packages for Tier 3 System Integrator with full diagnostics.
• Coordinate with Change and Defect Management, ART intake, and long-term ticket monitoring.
• Create and review KBAs and KBVs for AESMP users and agents.
• Analyze incident trends for Problem Management and continuous improvement.
• Support ITIL service model framework within contracting community.
• Keep stakeholders informed of incident status and business impact.
• Continuously improve communication skills.

Skills

Communication skills

Team collaboration

Analytical thinking

ITIL knowledge

DoD clearance

Education

Bachelor's degree in IT/related field

9+ years in related field

Tools

ServiceNow AESMP

Job description

LMI Consulting, LLC is seeking a Functional Service Desk Agent with DoW contracting experience to support the Army Contract Writing System (ACWS) from its Tier 2 Functionality Desk. The role requires an active DoD Secret Clearance and delivery of timely, accurate incident resolution.

You will handle incidents end-to-end, document diagnostic steps and outcomes, and escalate when needed to Tier 3. This position emphasizes customer empathy, knowledge sharing, and ITIL-aligned processes in a federal