Customer Support Engineer (ITS/DMM)

Responsibilities

• Provide on-site technical support for ITS, DMM, Image Architect’s WebDOX software, Apache Tomcat software, OPEX Scanners, Tritek Sorters, and Zebra handhelds across WHS FSD, DISA, and other DoD components.
• Carefully coordinate with Bear River Associates, Inc’s on-Application patches, version upgrades, and configuration updates to ensure successful implementation with minimal user disruption.
• Backend system administration, including application configuration, system patching, upgrades, and troubleshooting in secure environments.
• SQL Server administration and data-level troubleshooting, including performance monitoring and data integrity validation
• Server and application integration, ensuring reliable communication between ITS/DMM components and dependent systems
• Tier II and Tier III user support, resolving issues related to data setup/imports, user access, workflow configuration, and application functionality.
• Vulnerability analysis and assist with remediation of findings identified through ACAS scans, STIG checklists, and security assessments.
• Updating Pentagon Support Products List (SPL)
• Authority to Operate (ATO) sustainment activities for the ITS/DMM systems in accordance with DoD RMF requirements.
• Maintain operational health and performance of ITS/DMM applications and escalate issues to appropriate Government or contractor stakeholders as needed.
• Provide recommendations to improve application workflows, system usability, and training effectiveness.
• Respond to WHS FSD and DISA service requests within defined service-level timelines.
• Document troubleshooting steps, root causes, and resolutions to support a reusable knowledge base and reduce recurring issues.
• Ensure consistent troubleshooting approaches and communication across Government and contractor teams.
• Coordinate with Bear River Associates, Inc’s and their subcontractor vendors to maintain operational readiness of hardware and software systems, ensuring minimal service disruption.
• Coordinate daily tasking, workload prioritization, and quality assurance activities for operational support functions.
• Support continuous improvement of operational workflows and customer support processes.
• Develop, maintain, and update Standard Operating Procedures (SOPs), user guides, and training documentation to reflect current system versions and workflows.
• Coordinate updates and documentation releases following system updates, patches, or enhancements.
• Participate in program reviews, providing written input on training activities, documentation updates, and user support performance.

Requirements

• Shall possess an Active Secret security clearance
• Bachelor’s degree in information technology, Computer Science, or related discipline, or equivalent experience in lieu of education.
• A minimum of five (5) years of experience in technical support, systems analysis, or IT service delivery within a DoD or federal environment.
• DoD 8570 – IAT Level III compliant certification or ability to obtain one
• Experience supporting enterprise applications and working directly with end users.
• Java experience
• DoD 8570 – IAT Level III compliant certification preferred (e.g., SecurityX/CASP CE).
• Microsoft Certified Systems Engineer (MCSE)
• ITIL 4
• Highly self-motivated with strong customer service
• Team-oriented and effective in collaborative environments across contracts
• Strong written, oral, and interpersonal communication skills
• Proven analytical and problem-solving abilities
• Ability to:- prioritize and execute tasks in a high-pressure operational environment
• research application and data issues and recommend effective solutions
• present technical information in business- and user-friendly language

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term & Long-Term Disability
• 401k Retirement Savings Plan with Company Match
• Paid Holidays
• Paid Time Off (PTO)
• Tuition and Professional Development Assistance
• Parking/Travel Reimbursement (metropolitan areas)