Application Support Analyst (MID)

ECS • Stafford, VA

103d

About The Position

ECS is seeking a motivated and detail-oriented Application Support Analyst to join our team in support of mission-critical government systems. In this role, you will provide technical and analytical support for custom software applications that directly enable the work of federal law enforcement and criminal justice organizations. Your efforts will help ensure the reliability and effectiveness of applications that are essential to safeguarding the public, supporting investigations, and advancing the customer’s mission. In this role, you will learn to support and maintain a custom software application by helping users resolve issues, troubleshooting application workflows, and working closely with technical teams. This position is ideal for someone with 5+ years of experience who is eager to learn complex applications, databases, and business processes, while expanding strong problem-solving and customer support skills. You will be part of an Agile, collaborative, customer-facing environment where teamwork, communication, and adaptability are essential. Core hours for this role are expected to be between 12PM-8PM Monday - Friday.

Requirements

• Active Top Secret clearance; on-site work at Quantico-area facilities, Monday–Friday 12PM-8PM
• 5+ years in application support or adjacent roles (e.g., production support, systems analysis) with demonstrated ownership of complex troubleshooting and RCAs.
• Strong understanding of complex application workflows, Windows applications and services, and how client/server components operate across environments.
• Practical SQL skills for triage and analysis (read logs/tables, write/moderate queries, joins, filters, aggregations) and ability to collaborate with DBAs on performance or data integrity issues.
• Working knowledge of network fundamentals (TCP/IP, DNS, DHCP, VPN) and firewall concepts (ports, rules, allow/deny) sufficient to isolate connectivity and access problems.
• Proficiency with incident/ticket management, documentation rigor, and SLA/metric reporting; experience influencing process improvements.
• Excellent written and verbal communication; strong stakeholder management and customer service in mission-driven settings.
• Experience working within Agile teams and tooling, participating in sprint ceremonies and contributing to backlog refinement and release readiness.

Responsibilities

• Own complex incident troubleshooting and root cause analysis across bespoke application workflows, Windows services, integrations, and databases, documenting durable fixes and preventative actions
• Translate functional requirements into reproducible test cases in lower environments; validate hotfixes, patches, and configuration changes prior to production deployment in collaboration with development and QA.
• Analyze ticket trends, defects, and performance metrics to propose and implement process and technical improvements that reduce repeat incidents and improve MTTR and SLA adherence.
• Administer application-level access and configurations; coordinate data transfers and interface checks with dependent systems while maintaining audit trails and change records.
• Create and maintain technical knowledge artifacts (SOPs, KB articles, runbooks, RCA reports) that raise team proficiency and accelerate onboarding.
• Provide structured user enablement for custom features (training, how-to guides, release notes), and deliver clear, proactive communications on incidents, workarounds, and resolution timelines
• Configure and validate front-end application settings (feature flags, role/permission mappings, client- or tenant-level parameters) to resolve issues, enable capabilities, and align behavior with business rules in lower and production environments under change control
• Partner with product owners, business analysts, developers, DBAs, and security teams in Agile ceremonies (stand-ups, planning, reviews, retros) to prioritize backlog items, refine acceptance criteria, and de-risk releases.
• Mentor junior analysts on analytical troubleshooting, ticket hygiene, documentation standards, and customer communication, reinforcing best practices for quality and consistency.
• Communicate proactively with stakeholders and end users on incident status, workarounds, and resolution timelines; ensure clear, concise after-action reporting.
• Uphold data protection, access control, and records handling aligned to law enforcement and criminal justice confidentiality requirements and internal security policies.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 11-50 employees