Application Support Specialist - TS/SCI
3 days ago
Dayton
Job Description Solutions Through Innovative Technologies, Inc. (STI-TEC) specializes in the delivery of professional business and information management services. STI-TEC offers government and commercial clients a comprehensive portfolio of services that identify, manage, distribute and improve business processes related to entities’ most valued resource, information. As a fast-growing solutions provider, established in 2000, total customer satisfaction has remained the cornerstone of our business. Our business model focuses on integrity, loyalty, and trust. Position Overview The Advanced Framework for Simulation, Integration, and Modeling (AFSIM) is an innovative, open-source military simulation framework used extensively by the U.S. Department of Defense (DoD) and related communities. Managed by the U.S. Air Force Research Laboratory (AFRL), AFSIM supports scenario creation, analytical work, and virtual wargaming, benefiting from a collaborative user community across the military, government, industry, academia, and international partners. To enhance AFSIM's growth, the Department of the Air Force (DAF) is establishing a Model Management Office (MMO). In this cutting-edge new MMO the Application Support Specialist shall manage user-reported issues with MMO products and services, coordinating with other application and domain experts, as necessary. Essential Job Function Issue Triage • Categorize and prioritize application support requests based on established criteria characterizing urgency and impact, • Perform preliminary investigation of user-reported issues through initial troubleshooting or diagnostics, • Gather additional information from end users including specific versions, error messages, operating contexts, or steps required to reproduce a problem, • Perform user education by pointing users to relevant self-help resources (e.g., documentation, training, or official knowledgebases), • Capture and track all support interactions, maintaining detailed record of issue reports and resolution steps, • Associate or bachelor’s degree Information Technology, Computer Science, Information Systems, or related discipline, • Technical/problem‑solving: Ability to diagnose and resolve application issues, analyze logs, and identify root causes; strong troubleshooting mindset., • Customer service & communication: Clear written and verbal communication, ability to explain technical issues to non‑technical users, patience and empathy with frustrated users., • Organization & time management: Prioritizing tickets, handling multiple issues, documenting work accurately., • Collaboration: Working with developers, DBAs, network teams, and business stakeholders., • Operating systems: Solid user‑level and basic admin skills on Windows, • Databases & SQL: Ability to query relational databases (basic SELECTs, troubleshooting data issues)., • Scripting/automation (nice to have): PowerShell, Bash, or Python for routine tasks and automation, • Web/application basics: Familiarity with web technologies (HTTP, browsers, sometimes HTML/CSS/JavaScript) for web‑based apps., • Ticketing & ITSM: Experience with incident management tools (ServiceNow, JIRA, Zendesk, etc.) and awareness of ITIL concepts (incidents, problems, changes), • Monitoring & tools: Using application performance monitoring, log viewers, and remote support tools, • Active Top Secret SCI clearance and SAP eligibility, • US Citizen Desired Qualifications, • Bachelor’s degree in IT, Computer Science, or related field rather than just a diploma or associate degree., • AFSIM, or other DoD modeling frameworks experience, • Certifications such as CompTIA A+/Network+, Microsoft (MCSA/Associate), ITIL Foundation, or vendor‑specific app certifications., • 3+ years in application support, IT support, or a similar role, especially in enterprise or mission‑critical environments., • Proven ability to liaise between business users and development teams, translating user issues into clear technical requirements.