Application Support Analyst

West 4th Strategy•Hampton, VA

8d•$140,000 - $165,000•Onsite

About The Position

We need an experienced Application Support Analyst to support the 441st Vehicle Support Chain Operations Squadron (441 VSCOS). 441 VSCOS centrally manages the Department of the Air Force's (DAF) vehicle fleet enterprise, providing program management, technical, and training support across 257 steady-state and contingency locations and 387 units, including Combat Air Force, Mobility Air Force, and ISR aircraft units, through the ELMS, AVID, and CISP application systems. In this role, you will provide day-to-day ELMS technical support and level-one helpdesk resolution, and support requirements gathering and documentation for ELMS sustainment. This is a full-time opportunity. We can offer a competitive salary, and a comprehensive benefits package.

Requirements

3 to 5 years of application or help desk support experience, preferably supporting DoW IT systems
Experience with ticketing systems and Tier 1 troubleshooting and escalation processes
Working knowledge of ELMS or AVID preferred
Strong customer service and communication skills
U.S. citizenship is required

Nice To Haves

Working knowledge of ELMS or AVID

Responsibilities

Manages ELMS day-to-day technical support, including system modifications, enhancements, overhauls, and migration support
Coordinates with IT developers to link organically developed programs with existing IT solutions and interface multiple IT solutions (e.g., ELMS,)
Provides ELMS and level-one IT support, fielding and resolving helpdesk calls, troubleshooting, and analyzing user issues
Meets a 0-24 hour response time with a 95 percent success rate and a 0-48 hour resolution time
Elevates customer issues to the ELMS helpdesk when a system helpdesk ticket is required
Provides monthly updates on all 441 VSCOS helpdesk tickets, including open and closed ticket counts, average days open, average days to close, and recommended program office actions
Supports requirements gathering, testing, custom application development, legacy application modernization, and documentation for ELMS sustainment