Remote DoD Service Desk Specialist – Tier 2 ACWS Expert

LMI Government Consulting; United States; Remote; USD 84,000 - 141,000; Full time

Job summary

LMI Government Consulting is seeking a Functional Service Desk Agent to support the Army Contract Writing System (ACWS) as part of the Tier 2 Functional Service Desk. The role requires an Active DoD Secret Clearance and DoD contracting expertise.

You will resolve functional incidents, provide expert guidance, and collaborate across teams from Tysons to national operations. The position emphasizes incident management, knowledge content creation, and continual service improvement within

Qualifications

• Bachelor's degree in IT/CS/Engineering or related field and 5+ years in Federal contracting or 9+ years in related field.
• DAWIA/DAU/NCMA/FAC or equivalent contracting certification.
• Advanced knowledge of the DoD contracting lifecycle, FAR/DFARS.
• Strong communication, teamwork, and problem‑solving skills.
• Active DoD Secret Clearance required.

Responsibilities

• Provide subject matter expertise in federal acquisition and contracting to resolve functional incidents and service requests.
• Triage tickets in AESMP/ServiceNow, set priority, categorize, and take ownership.
• Maintain expert knowledge of ACWS functionality and Army contracting processes; complete AESMP training.
• Work with FPDS and contract action reporting; troubleshoot CAR submissions.
• Meet SLA targets for response and resolution; document steps and outcomes.
• Escalate issues with clear problem statements and collaborate with Tier 3 for fixes.
• Create and maintain KBAs and KBVs; review content for accuracy as the system evolves.
• Analyze incidents for trends to support problem management and continual improvement.
• Support ITIL service model activities and communicate impact to stakeholders.

Skills

Federal contracting

DoD contracting lifecycle

DoD Secret Clearance

Customer service

Education

Bachelor's degree in IT/CS/Engineering

DAWIA/DAU/NCMA/FAC certification

Tools

ServiceNow AESMP

Job description

LMI Government Consulting is seeking a Functional Service Desk Agent to support the Army Contract Writing System (ACWS) as part of the Tier 2 Functional Service Desk. The role requires an Active DoD Secret Clearance and DoD contracting expertise.

You will resolve functional incidents, provide expert guidance, and collaborate across teams from Tysons to national operations. The position emphasizes incident management, knowledge content creation, and continual service improvement within