Remote Federal Service Desk Agent (ACWS)

LMI Government Consulting; Northern (KY); Hybrid; USD 90,000 - 141,000; Full time

Job summary

LMI Government Consulting is seeking a Functional Service Desk Agent to support the Army Contract Writing System (ACWS) under ODASA(P). This remote role requires an Active DoD Secret Clearance and strong DoD contracting knowledge.

You will triage, diagnose, and resolve functional incidents, maintain ACWS expertise, and coordinate with Tier 3 for escalations. A service-minded, collaborative problem-solver will thrive in this role.

Qualifications

• Bachelor’s degree with 5+ years of experience in Federal government contracting and/or program management office (or 9+ years in related field).
• DAWIA/DAU/NCMA/FAC or other contracting certification.
• Deep understanding of the DoD contracting lifecycle, FAR and DFARS.
• Ability to develop targeted communications and knowledge content for shared knowledge.
• Able to work in a team-oriented matrix organization.
• Excellent verbal and written communication, listening and empathy.
• Ability to collaborate with internal/external customers.
• Demonstrated analytical and problem‑solving acumen with structured troubleshooting.
• Excellent organization and time management, ability to manage multiple tickets against SLAs.
• ITIL Foundation or ability to obtain within 6 months of hire.
• Active DoD Secret Clearance - U.S. Citizenship.

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 contract action reporting, including CAR submission issues.
• Meet SLO targets with disciplined documentation of steps and communications.
• Determine system vs business-process issues; research known defects and workarounds.
• Provide empathetic, clear guidance and regular status updates to end users.
• Prepare escalation packages for Tier 3 System Integrator and conduct warm handoffs.
• Support Change/Defect Management and ART intake coordination.
• Create and review KBAs and KBVs; keep knowledge content up to date.
• Analyze incident trends to support Problem Management and service improvement.
• Support ITIL service model sustainment for contracting community.
• Communicate status and impact to stakeholders; contribute to project artifacts.
• Continuously improve communication skills.

Skills

Federal contracting

DoD contracting lifecycle

Communication

Team collaboration

Analytical thinking

Troubleshooting

Time management

Problem solving

Knowledge management

ITIL familiarity

Clearance readiness

Education

Bachelor’s degree + 5+ years Federal contracting experience or 9+ years related field

DAWIA/DAU/NCMA/FAC or equivalent contracting certification

ITIL Foundation or equivalent

Active DoD Secret Clearance

Tools

ServiceNow AESMP

AESMP knowledge base

Job description

LMI Government Consulting is seeking a Functional Service Desk Agent to support the Army Contract Writing System (ACWS) under ODASA(P). This remote role requires an Active DoD Secret Clearance and strong DoD contracting knowledge.

You will triage, diagnose, and resolve functional incidents, maintain ACWS expertise, and coordinate with Tier 3 for escalations. A service-minded, collaborative problem-solver will thrive in this role.