Application Support Specialist - TS/SCI

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
• Assess the severity of user-reported issues and assign appropriate priority to ensure timely resolution

Issue Investigation

• Perform preliminary investigation of user-reported issues through initial troubleshooting or diagnostics
• Leverage support products (e.g., documentation, training, or official knowledgebases) associated with MMO products and services to resolve common problems and validate user-reported issues

User Engagement

• 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)
• Improve self help resources, as needed

Issue Management

• Capture and track all support interactions, maintaining detailed record of issue reports and resolution steps
• Track metrics to ensure timely resolution of issues, prioritized by urgency and impact

Issue Escalation

• Coordinate the resolution of issues through other specialists, as necessary

Minimum Qualifications
Education and Experience

• Associate or bachelor's degree Information Technology, Computer Science, Information Systems, or related discipline
• Equivalent experience plus certifications (e.g., CompTIA A+/Network+, Microsoft, ITIL) in place of a full degree

Skills and Competencies

• 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.
• Adaptability & learning: Comfort with changing systems and willingness to learn new tools and technologies continuously.

Technical Proficiency

• 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
• Competence with Microsoft Office Suite, especially for documentation and reporting

Additional Requirements

• 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.
• 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.
• Demonstrated soft skills: ownership of issues, calm under pressure, strong documentation habits, and continuous learning mindset.

Applicants selected may be subject to a U.S. Government security investigation and must meet eligibility requirements for access to classified information.
STI-TEC is an equal opportunity employer and values diversity. Employment is decided on the basis of qualifications, merit, and business need. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran status, gender identity and sexual orientation.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.
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