West 4th Strategy

Application Support Analyst

Hampton, VA
Full Time
Experienced
Application Support Analyst
ROLE
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.

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

REQUIRED SKILLS/EXPERIENCE
  • 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

REQUIRED EDUCATION / CERTIFICATIONS
  • Bachelor's degree in information technology, computer science, or related field; equivalent experience considered

LOCATION
  • 445 Weyland Road, Langley AFB, VA. 23665

CLEARANCE
  • U.S. citizenship is required

CLIENT
  • US Air Force (USAF), Defense Property Accountability System (DPAS)
WORK HOURS
  • 40 hours per week
  • 8 hours per day

EMPLOYMENT CLASSIFICATION
  • Employment Classification Eligibility — W2 

RELOCATION
  • Not eligible for relocation benefits

COMPENSATION
  • Salary range: $75,000-$90,000
  • Benefits: Benefits package includes options for health, dental, and vision insurance coverage; 401k contribution options

West 4th Strategy is an Equal Opportunity (EEO) employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, gender, sexual orientation, ancestry, national origin, age, marital status, mental disability, physical disability, medical condition, pregnancy, political affiliation, military or veteran status, or any other basis prohibited by federal or state law.

Other Considerations: applicants will be subject to a background investigation. Individual’s primary workstation is located in an office area. The noise level in this environment is low to moderate. Regularly required to sit for extended periods up to 80% of the time; frequently required to move about to access file cabinets and use office equipment such as PC, copier, fax, telephone, cell phone, etc. Occasionally required to reach overhead, bend, and lift objects of up to 10 lbs. Specific vision abilities required by this job include the use of computer monitor screens up to 80% of the time.


 
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