Remote Tier 2 Implementation Desk Coordinator

LMI; Washington (District of Columbia); Hybrid; USD 70,000 - 90,000; Full time

Job summary

LMI Government Consulting seeks a Tier 2 Implementation Desk Coordinator to support USPS via Salesforce, handling incident adjudication and QA/QC. The role requires 2–4 years of help desk experience and a bachelor’s degree in IT or related field.

The position combines remote support with on-site work two days per week at the L’Enfant Plaza Headquarters in Washington, DC, and telework for three days. Target salary range is $70k–$90k, with responsibilities spanning incident management and customer

Qualifications

• Bachelor’s or graduate degree in IT or related field.
• 2–4 years of implementation/help desk experience, remote or on-site.
• Minimum 2 years of customer experience.
• Ability to follow policies and work independently or in a team.

Responsibilities

• Adjudicate incident criticality and assign Tier 2 or escalate to Tier 3.
• Maintain resolution rate/time metrics and USPS-related QA/QC.
• Communicate with customers and notify assigned users across USPS areas.
• Research configurations and changes using USPS systems like Salesforce and ServiceNow.
• Support Tier 1 training with trends analysis for end-user manuals updates.

Skills

Customer service

Problem solving

Communication

Independent worker

Team player

Education

Bachelor's degree in IT or related field

Tools

Salesforce

MS Office

Job description

LMI Government Consulting seeks a Tier 2 Implementation Desk Coordinator to support USPS via Salesforce, handling incident adjudication and QA/QC. The role requires 2–4 years of help desk experience and a bachelor’s degree in IT or related field.

The position combines remote support with on-site work two days per week at the L’Enfant Plaza Headquarters in Washington, DC, and telework for three days. Target salary range is $70k–$90k, with responsibilities spanning incident management and customer