Customer Support Engineer

• Provide on-site and remote technical support forITS DMM BearTracks and WebDOXapplications across WHS DISA and other DoD components.
• Perform backend system administration includingapplication configuration system patching upgrades and troubleshootingin secure environments.
• SupportSQL Server administration and data-level troubleshooting including performance monitoring and data integrity validation.
• Support front-end application troubleshooting by analyzingHTML CSS and JavaScriptcomponents impacting user interface behavior.
• Supportserver and application integration ensuring reliable communication between ITS/DMM components and dependent systems
• DeliverTier II and Tier III user support resolving issues related to data setup/imports user access workflow configuration and application functionality.
• Coordinate with Bear Rivers software engineers on application patches version upgrades and configuration updates to ensure successful implementation with minimal user disruption.
• SupportAuthority to Operate (ATO) sustainment activitiesfor the ITS/DMM systems in accordance withDoD RMFrequirements.
• Conduct vulnerability analysis and assist with remediation of findings identified throughACAS scans STIG checklists and security assessments.
• Collaborate withBear River Associates DevOps and engineering teamsto troubleshoot and resolve system or application issues not locally resolved.
• Monitor operational health and performance of ITS/DMM applications and escalate issues to appropriate Government or contractor stakeholders as needed.

• Respond to WHS 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 subcontractor vendors to maintain operational readiness of hardware and software systems ensuring minimal service disruption.

• Provide operational support and coordination in collaboration with Bear River Product Operations Specialist (POS)personnel ensuring quality consistency and timely execution of user support and data management tasks.
• Coordinate daily tasking workload prioritization and quality assurance activities for operational support functions.
• Support continuous improvement of operational workflows and customer support processes.

• Conduct end-user and system administrator training sessions for ITS DMM BearTracks and WebDOX applications tailored to user roles and mission requirements.
• Develop maintain and updateStandard Operating Procedures (SOPs) user guides and training documentation to reflect current system versions and workflows.
• Coordinate training 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.

• Perform data setup imports validation and analysis to ensure accurate system operation and reporting.
• Maintain configuration documentation schedules and tracking artifacts related to ITS/DMM updates and enhancements.
• Assist Government program managers with change request tracking reporting deliverables and system documentation.
• Provide recommendations to improve application workflows system usability and training effectiveness.

• Shall possess at time of award anActive Secret security clearance.
• Provide customer support engineering services.
• Support ITS/DMM operational readiness user support training documentation and coordination activities.

• Strong customer service orientation
• Proven analytical and problem-solving abilities
• Ability to prioritize and execute tasks in a high-pressure operational environment
• Strong written oral and interpersonal communication skills
• Ability to research application and data issues and recommend effective solutions
• Ability to present technical information in business- and user-friendly language
• Highly self-motivated with keen attention to detail
• Team-oriented and effective in collaborative environments

• Bachelors degree in Information Technology Computer Science or a related discipline or equivalent experience in lieu of education.

• 7 or more yearsof experience in technical support systems analysis or IT service delivery within a DoD or federal environment.
• Experience supporting enterprise applications and working directly with end users.

• DoDM 8140.03 compliant certification preferred (e.g. Security CASP).
• Microsoft Certified Systems Engineer (MCSE)

• ITIL Security or other DoD-recognized IT or cybersecurity certifications.

• Sit for extended periods
• Stand for extended periods
• Ambulate throughout office and operational spaces
• Stoop kneel crouch or crawl as required
• Repeatedly lift and carry weights up to50 pounds

Agil3 Technology Solutions LLC (A3T) is a Northern Virginia based ISO 9001:2018 ISO 20000 & ISO 27001 Certified 8a Women-Owned (WOSB) and Service-disabled Veteran-Owned (SDVOSB) small business. A recent recipient of the prestigious Washington Technology TOP 50 (ranking #9 and on the list for last 4 years!) A3T is experiencing industry leading recognition and addition to the CEOs recognition as an All-Star Entrepreneur A3T is recognized by Inc Magazine as one of the fastest growing companies in the country by Vet 50 as Fastest Growing Veteran-Owned Businesses and is featured in CyberSecurity Ventures / Cybercrime Magazine! As a go-to Women-Owned Cybersecurity company in US and internationally. As part of our growth we are looking for YOU to join our growing team.

A3T offers excellent benefits to enhance the work-life balance including:

• 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)