Posted 1 month ago
Secret
Unspecified
Unspecified
Remote/Hybrid• (Off-Site/Hybrid)
Description
End User Support Specialist
At B&A, we foster and embrace a distinct set of values that we live by and instill in all aspects of our organization: dedication, commitment, partnership, trust, and recognition. We have incorporated these values into successful delivery for our customers since 1988. B&A believes in ensuring its employees feel deeply connected to B&A, recognizing successes and hard work, and providing continuous opportunities to learn and grow. Our people are entrepreneurial thinkers that combine mindset, vision, and experience to drive value - not only to us as an organization, but to the clients we support. We promote a collaborative culture with our clients, and with each other, as one team working towards a common vision. We'd love for you to join our team!
Job Summary
The Application Support Specialist provides operations, maintenance, and user support for OpenText products and integrated cloud solutions such as Box.com and Salesforce. This role is responsible for monitoring application activity, verifying user access, triaging incident reports, and ensuring timely response to end-user requests. The specialist will support software configurations, maintain license lists for cleared users, and assist in troubleshooting telecommunications, software, and device issues.
This position requires strong analytical, communication, and customer-support skills, as well as the ability to work within DoD-driven processes and timelines.
Responsibilities
Education and Experience
Required Skills
Strong troubleshooting abilities across:
Desired Skills
Security Clearance
More About B&A:
Notable Clients
B&A has grown to be a company that is trusted by our clients for exceptional service, innovative solutions, and inspired employees. Our service extends through federal, state, and local Government, the private sector, and higher education. Some of our notable clients include Department of Homeland Security, U.S. Customs and Border Protection, U.S. Senate, U.S. Courts, U.S. Census Bureau, U.S. Navy, and more.
Benefits and Programs
B&A is proud to offer three robust individual and family medical plans to full time employees, including a Health Savings Account (HSA) option as well as two tiers of dental coverage, vision, life & AD&D, disability, accident, hospital indemnity, and critical illness insurance. In addition to these benefits, B&A employees enjoy paid time off, B&A sponsored trainings and certifications, pet insurance benefits, commuter transit benefits and a free subscription to a virtual exercise platform (NEOU). B&A's 401(k) plan is available to all employees and includes a company matching contribution.
B&A has launched several programs to focus on employee engagement, wellness, and assistance. These include:
At B&A, we place significant importance on improving the communities and lives of citizens across the nation through our involvement, technology expertise, and employees. B&A puts an emphasis on charitable efforts in the Northern Virginia area, including Capital Area Food Bank pantry drives, book donations, Hope for Henry Foundation events, and many more. In recognition of all these efforts, B&A has been named a Companies as Responsive Employers (CARE) award recipient by Northern Virginia Family Services and nominated by the Northern Virginia Chamber of Commerce for Outstanding Corporate Citizenship Award.
EEO
B&A provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. B&A complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy covers conduct occurring at B&A's offices, and other workplaces (including client sites) and all other locations where B&A is providing services, and to all work-related activities.
B&A participates in e-Verify. We provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 Form to confirm work authorization.
End User Support Specialist
At B&A, we foster and embrace a distinct set of values that we live by and instill in all aspects of our organization: dedication, commitment, partnership, trust, and recognition. We have incorporated these values into successful delivery for our customers since 1988. B&A believes in ensuring its employees feel deeply connected to B&A, recognizing successes and hard work, and providing continuous opportunities to learn and grow. Our people are entrepreneurial thinkers that combine mindset, vision, and experience to drive value - not only to us as an organization, but to the clients we support. We promote a collaborative culture with our clients, and with each other, as one team working towards a common vision. We'd love for you to join our team!
Job Summary
The Application Support Specialist provides operations, maintenance, and user support for OpenText products and integrated cloud solutions such as Box.com and Salesforce. This role is responsible for monitoring application activity, verifying user access, triaging incident reports, and ensuring timely response to end-user requests. The specialist will support software configurations, maintain license lists for cleared users, and assist in troubleshooting telecommunications, software, and device issues.
This position requires strong analytical, communication, and customer-support skills, as well as the ability to work within DoD-driven processes and timelines.
Responsibilities
- Verify and monitor activity of supported applications, including:
- Software operations
- Software configurations
- User activity and system usage
- Perform closeout tasks, routine checks, and configuration reviews.
- Run scheduled and ad-hoc application reports; set operational parameters; document activity.
- Respond to user requests via phone, email, or Teams for:
- Information requests
- Troubleshooting
- Application or device issues
- Provide assistance within 48 hours of notification.
- Support testing, maintaining, monitoring, and troubleshooting user systems.
- Verify, monitor, and maintain a current list of cleared users and associated OpenText product licenses.
- Perform initial triage of all incoming incident reports at the designated Place of Performance.
- Determine:
- Urgency level (initial assessment)
- Whether the issue is a bug or change request
- Ensure all incidents are:
- Properly tracked
- Reported using an AFRBA-approved incident tracking system
- Discussed during weekly meetings
- Work to resolve urgent bugs promptly.
- Document and communicate change requests or enhancement needs in coordination with AFRBA
Education and Experience
- Minimum 5 years of experience with OpenText products and direct end-user support.
- Security+ certification (DoD 8570-compliant).
- OpenText Business Consultant working knowledge and/or formal certification.
Required Skills
- Experience monitoring enterprise software applications and configurations.
- Ability to run system reports, set parameters, and document system activity.
Strong troubleshooting abilities across:
- Telecommunications
- Software applications
- User endpoint devices
- Familiarity with incident tracking processes and categorization (bugs vs. change requests).
Desired Skills
- Experience working in DoD environments or other highly regulated government settings.
- Knowledge of application lifecycle management and controlled change-management processes.
- Ability to communicate effectively with technical teams and end users.
- Experience supporting records management or workflow systems such as OpenText Content Server and AppWorks.
- Strong documentation skills, including maintaining logs, action reports, and user license records.
Security Clearance
- Secret
More About B&A:
Notable Clients
B&A has grown to be a company that is trusted by our clients for exceptional service, innovative solutions, and inspired employees. Our service extends through federal, state, and local Government, the private sector, and higher education. Some of our notable clients include Department of Homeland Security, U.S. Customs and Border Protection, U.S. Senate, U.S. Courts, U.S. Census Bureau, U.S. Navy, and more.
Benefits and Programs
B&A is proud to offer three robust individual and family medical plans to full time employees, including a Health Savings Account (HSA) option as well as two tiers of dental coverage, vision, life & AD&D, disability, accident, hospital indemnity, and critical illness insurance. In addition to these benefits, B&A employees enjoy paid time off, B&A sponsored trainings and certifications, pet insurance benefits, commuter transit benefits and a free subscription to a virtual exercise platform (NEOU). B&A's 401(k) plan is available to all employees and includes a company matching contribution.
B&A has launched several programs to focus on employee engagement, wellness, and assistance. These include:
- The B&A Cares program: 30/60/90-day wellness check ins, personal development, financial management, and stress management seminars, and more
- A formal mentorship program
- Job shadowing and cross training opportunities
- Brand Ambassador program
- Employee Assistance Program (EAP) - Access to various support resources to include counseling, legal guidance, financial planning, and more
- Monthly teambuilding events
- B&A Annual Wellness Challenges: #StepWithB&A, #WalkDuringLunchWithB&A, #VolunteeringWithB&A, #ExerciseDuringLunchWithB&A, and more
At B&A, we place significant importance on improving the communities and lives of citizens across the nation through our involvement, technology expertise, and employees. B&A puts an emphasis on charitable efforts in the Northern Virginia area, including Capital Area Food Bank pantry drives, book donations, Hope for Henry Foundation events, and many more. In recognition of all these efforts, B&A has been named a Companies as Responsive Employers (CARE) award recipient by Northern Virginia Family Services and nominated by the Northern Virginia Chamber of Commerce for Outstanding Corporate Citizenship Award.
EEO
B&A provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. B&A complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy covers conduct occurring at B&A's offices, and other workplaces (including client sites) and all other locations where B&A is providing services, and to all work-related activities.
B&A participates in e-Verify. We provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 Form to confirm work authorization.
group id: RTL61152
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