Customer Support Engineer (ITS/DMM)

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    "heading": "Customer Support Engineer (ITS/DMM)",
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    "description_html": "<div class=\"job_description\">\n\t\t\t\t\t<span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">&#160; &#160; &#160;As the&#160;ITS/DMM Customer Support Engineer (CSE), you will act as a model of&#160;customer service excellence&#160;for all Integrated Tracking System (ITS)/Digital Mail Modernization (DMM) systems.</span></span></span><br><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">&#160; &#160; &#160;You will be responsible for providing&#160;technical, analytical, and operational support&#160;for the&#160;Integrated Tracking System (ITS)&#160;Digital Mail Modernization (DMM) system to include&#160;Bear River&#8217;s BearTracks software, Image Architect&#8217;s WebDOX software, Apache Tomcat software, OPEX Scanners, Tritek Sorters, and Zebra handhelds. The CSE plays a pivotal role in ensuring system readiness, supporting users, coordinating updates and issue resolution, and maintaining strong relationships with on-site Government and contract stakeholders.</span></span></span><br><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">&#160; &#160; &#160;This role serves as the&#160;operational bridge&#160;between the Integrated Tracking System (ITS)/Digital Mail Modernization (DMM) system managers/users, and IT Support teams ensuring consistent service delivery, compliance, and customer satisfaction in a secure DoD environment.</span></span></span><br><br><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\"><b>Responsibilities</b></span></span></span><br><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\"><b>System &amp; Application Support</b></span></span></span><ul style=\"margin-bottom:11px;\"><li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Provide on-site technical support for&#160;ITS, DMM, Image Architect&#8217;s WebDOX software, Apache Tomcat software, OPEX Scanners, Tritek Sorters, and Zebra handhelds across WHS FSD, DISA, and other DoD components.</span></span></span></span></li><li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Coordinate with Bear River Associates, Inc&#8217;s on</span></span></span></span><ul style=\"list-style-type:disc;\"><li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Application patches, version upgrades, and configuration updates to ensure successful implementation with minimal user disruption.</span></span></span></span></li><li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"color:#0d0d0d;\">Backend system administration, including</span>&#160;application configuration, system patching, upgrades, and troubleshooting<span style=\"color:#0d0d0d;\">&#160;in secure environments.</span></span></span></span></span></li><li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"color:#0d0d0d;\">SQL Server administration and data-level troubleshooting, including performance monitoring and data integrity validation</span></span></span></span></span></li><li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Server and application integration, ensuring reliable communication between ITS/DMM components and dependent systems</span></span></span></span></li><li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Tier II and Tier III user support, resolving issues related to data setup/imports, user access, workflow configuration, and application functionality.</span></span></span></span></li><li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"color:#0d0d0d;\">Vulnerability analysis and assist with remediation of findings identified through&#160;ACAS scans, STIG checklists, and security assessments.</span></span></span></span></span></li><li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"color:#0d0d0d;\">Updating Pentagon Support Products List (SPL)</span></span></span></span></span></li></ul></li><li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"color:#0d0d0d;\">Authority to Operate (ATO) sustainment activities&#160;for the ITS/DMM systems in accordance with&#160;DoD RMF&#160;requirements.</span></span></span></span></span></li><li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Monitor operational health and performance of ITS/DMM applications and escalate issues to appropriate Government or contractor stakeholders as needed.</span></span></span></span></li><li style=\"margin-bottom:11px;margin-left:8px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Provide recommendations to improve application workflows, system usability, and training effectiveness.</span></span></span></span></li></ul><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\"><b>Customer Support &amp; Troubleshooting</b></span></span></span><ul><li><span style=\"font-size:12pt;\"><span style=\"line-height:normal;\"><span><span style=\"font-family:Aptos, sans-serif;\">Respond to WHS FSD and DISA service requests within defined service-level timelines.</span></span></span></span></li><li><span style=\"font-size:12pt;\"><span style=\"line-height:normal;\"><span><span style=\"font-family:Aptos, sans-serif;\">Document troubleshooting steps, root causes, and resolutions to support a reusable knowledge base and reduce recurring issues.</span></span></span></span></li><li><span style=\"font-size:12pt;\"><span style=\"line-height:normal;\"><span><span style=\"font-family:Aptos, sans-serif;\">Ensure consistent troubleshooting approaches and communication across Government and contractor teams.</span></span></span></span></li><li><span style=\"font-size:12pt;\"><span style=\"line-height:normal;\"><span><span style=\"font-family:Aptos, sans-serif;\">Coordinate with Bear River Associates, Inc&#8217;s and their subcontractor vendors to maintain operational readiness of hardware and software systems, ensuring minimal service disruption.</span></span></span></span></li></ul><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\"><b>Team &amp; Operational Management</b></span></span></span><ul><li><span style=\"font-size:12pt;\"><span style=\"line-height:normal;\"><span><span style=\"font-family:Aptos, sans-serif;\">Coordinate daily tasking, workload prioritization, and quality assurance activities for operational support functions.</span></span></span></span></li><li><span style=\"font-size:12pt;\"><span style=\"line-height:normal;\"><span><span style=\"font-family:Aptos, sans-serif;\">Support continuous improvement of operational workflows and customer support processes.</span></span></span></span></li></ul><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\"><b>Documentation Management</b></span></span></span><ul><li><span style=\"font-size:12pt;\"><span style=\"line-height:normal;\"><span><span style=\"font-family:Aptos, sans-serif;\">Develop, maintain, and update&#160;Standard Operating Procedures (SOPs), user guides, and training documentation to reflect current system versions and workflows.</span></span></span></span></li><li><span style=\"font-size:12pt;\"><span style=\"line-height:normal;\"><span><span style=\"font-family:Aptos, sans-serif;\">Coordinate updates and documentation releases following system updates, patches, or enhancements.</span></span></span></span></li><li><span style=\"font-size:12pt;\"><span style=\"line-height:normal;\"><span><span style=\"font-family:Aptos, sans-serif;\">Participate in program reviews, providing written input on training activities, documentation updates, and user support performance.</span></span></span></span></li></ul><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\"><b><span style=\"font-size:14pt;\"><span style=\"line-height:115%;\">Qualifications</span></span></b></span></span></span><br><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\"><b>Minimum Requirements:</b></span></span></span><ul><li><span style=\"font-size:12pt;\"><span style=\"line-height:normal;\"><span><span style=\"font-family:Aptos, sans-serif;\">Shall possess an&#160;<b>Active Secret security clearance</b></span></span></span></span></li><li><span style=\"font-size:12pt;\"><span style=\"line-height:normal;\"><span><span style=\"font-family:Aptos, sans-serif;\">Bachelor&#8217;s degree in information technology, Computer Science, or related discipline, or equivalent experience in lieu of education.</span></span></span></span></li><li><span style=\"font-size:12pt;\"><span style=\"line-height:normal;\"><span><span style=\"font-family:Aptos, sans-serif;\">A minimum of five (5) years&#160;of experience in technical support, systems analysis, or IT service delivery within a DoD or federal environment.</span></span></span></span></li><li><span style=\"font-size:12pt;\"><span style=\"line-height:normal;\"><span><span style=\"font-family:Aptos, sans-serif;\">DoD 8570 &#8211; IAT Level III compliant certification or ability to obtain one&#160;</span></span></span></span></li><li><span style=\"font-size:12pt;\"><span style=\"line-height:normal;\"><span><span style=\"font-family:Aptos, sans-serif;\">Experience supporting enterprise applications and working directly with end users.</span></span></span></span></li><li><span style=\"font-size:12pt;\"><span style=\"line-height:normal;\"><span><span style=\"font-family:Aptos, sans-serif;\">Java experience</span></span></span></span></li></ul><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\"><b>Preferred Certifications:</b></span></span></span><ul style=\"margin-bottom:11px;\"><li><span style=\"font-size:12pt;\"><span style=\"line-height:normal;\"><span><span style=\"font-family:Aptos, sans-serif;\">DoD 8570 &#8211; IAT Level III compliant certification preferred (e.g., SecurityX/CASP CE).</span></span></span></span></li><li><span style=\"font-size:12pt;\"><span style=\"line-height:normal;\"><span><span style=\"font-family:Aptos, sans-serif;\">Microsoft Certified Systems Engineer (MCSE)</span></span></span></span></li><li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">ITIL 4</span></span></span></span></li></ul><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\"><b>Core Competencies:</b></span></span></span><ul style=\"margin-bottom:11px;\"><li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Highly self-motivated with strong customer service</span></span></span></span></li><li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Team-oriented and effective in collaborative environments across contracts</span></span></span></span></li><li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Strong written, oral, and interpersonal communication skills</span></span></span></span></li><li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Proven analytical and problem-solving abilities</span></span></span></span></li><li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Ability to:</span></span></span></span><ul style=\"list-style-type:disc;\"><li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">prioritize and execute tasks in a high-pressure operational environment</span></span></span></span></li><li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">research application and data issues and recommend effective solutions</span></span></span></span></li><li style=\"margin-left:8px;margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">present technical information in business- and user-friendly language</span></span></span></span></li></ul></li></ul><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\"><b>Physical Requirements</b></span></span></span><br><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">This position requires the ability to perform the following essential functions:</span></span></span><ul style=\"margin-bottom:11px;\"><li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Sit or stand for extended periods</span></span></span></span></li><li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Ambulate throughout office and Pentagon operational spaces</span></span></span></span></li><li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Stoop, kneel, or crouch as needed for installations and hardware updates</span></span></span></span></li><li style=\"margin-bottom:11px;margin-left:8px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Repeatedly lift and carry weights up to&#160;50 pounds</span></span></span></span></li></ul><br><br>&#160;<div><span style=\"font-size:16px\"><strong>Company Overview</strong></span>",
    "description_text": "As the ITS/DMM Customer Support Engineer (CSE), you will act as a model of customer service excellence for all Integrated Tracking System (ITS)/Digital Mail Modernization (DMM) systems.\n      You will be responsible for providing technical, analytical, and operational support for the Integrated Tracking System (ITS) Digital Mail Modernization (DMM) system to include Bear River’s BearTracks software, Image Architect’s WebDOX software, Apache Tomcat software, OPEX Scanners, Tritek Sorters, and Zebra handhelds. The CSE plays a pivotal role in ensuring system readiness, supporting users, coordinating updates and issue resolution, and maintaining strong relationships with on-site Government and contract stakeholders.\n      This role serves as the operational bridge between the Integrated Tracking System (ITS)/Digital Mail Modernization (DMM) system managers/users, and IT Support teams ensuring consistent service delivery, compliance, and customer satisfaction in a secure DoD environment.\n Responsibilities\n System & Application Support Provide on-site technical support for ITS, DMM, Image Architect’s WebDOX software, Apache Tomcat software, OPEX Scanners, Tritek Sorters, and Zebra handhelds across WHS FSD, DISA, and other DoD components.\n Coordinate with Bear River Associates, Inc’s on Application patches, version upgrades, and configuration updates to ensure successful implementation with minimal user disruption.\n Backend system administration, including  application configuration, system patching, upgrades, and troubleshooting  in secure environments.\n SQL Server administration and data-level troubleshooting, including performance monitoring and data integrity validation\n Server and application integration, ensuring reliable communication between ITS/DMM components and dependent systems\n Tier II and Tier III user support, resolving issues related to data setup/imports, user access, workflow configuration, and application functionality.\n Vulnerability analysis and assist with remediation of findings identified through ACAS scans, STIG checklists, and security assessments.\n Updating Pentagon Support Products List (SPL)\n Authority to Operate (ATO) sustainment activities for the ITS/DMM systems in accordance with DoD RMF requirements.\n Monitor operational health and performance of ITS/DMM applications and escalate issues to appropriate Government or contractor stakeholders as needed.\n Provide recommendations to improve application workflows, system usability, and training effectiveness.\n Customer Support & Troubleshooting Respond to WHS FSD and DISA service requests within defined service-level timelines.\n Document troubleshooting steps, root causes, and resolutions to support a reusable knowledge base and reduce recurring issues.\n Ensure consistent troubleshooting approaches and communication across Government and contractor teams.\n Coordinate with Bear River Associates, Inc’s and their subcontractor vendors to maintain operational readiness of hardware and software systems, ensuring minimal service disruption.\n Team & Operational Management Coordinate daily tasking, workload prioritization, and quality assurance activities for operational support functions.\n Support continuous improvement of operational workflows and customer support processes.\n Documentation Management Develop, maintain, and update Standard Operating Procedures (SOPs), user guides, and training documentation to reflect current system versions and workflows.\n Coordinate updates and documentation releases following system updates, patches, or enhancements.\n Participate in program reviews, providing written input on training activities, documentation updates, and user support performance.\n Qualifications\n Minimum Requirements: Shall possess an  Active Secret security clearance\n Bachelor’s degree in information technology, Computer Science, or related discipline, or equivalent experience in lieu of education.\n A minimum of five (5) years of experience in technical support, systems analysis, or IT service delivery within a DoD or federal environment.\n DoD 8570 – IAT Level III compliant certification or ability to obtain one\n Experience supporting enterprise applications and working directly with end users.\n Java experience\n Preferred Certifications: DoD 8570 – IAT Level III compliant certification preferred (e.g., SecurityX/CASP CE).\n Microsoft Certified Systems Engineer (MCSE)\n ITIL 4\n Core Competencies: Highly self-motivated with strong customer service\n Team-oriented and effective in collaborative environments across contracts\n Strong written, oral, and interpersonal communication skills\n Proven analytical and problem-solving abilities\n Ability to: prioritize and execute tasks in a high-pressure operational environment\n research application and data issues and recommend effective solutions\n present technical information in business- and user-friendly language\n Physical Requirements\n This position requires the ability to perform the following essential functions: Sit or stand for extended periods\n Ambulate throughout office and Pentagon operational spaces\n Stoop, kneel, or crouch as needed for installations and hardware updates\n Repeatedly lift and carry weights up to 50 pounds\n  Company Overview",
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