Application Support Analyst

Job Number:
Job Category:
Information Technology - Software
Day Job
Potential for Teleworking:
Clearance Level Must Currently Possess:
Clearance Level Must Be Able to Obtain:
Public Trust

Application Support Analyst needed to join our dynamic Customer Support Center as part of our Software Escalation team.  Our proprietary web-based software products deliver industry-leading digital communications and citizen service tools to elected officials and government offices on Capitol Hill and across the United States. 
The Application Support Analyst provides configuration and usage consultation for software end users as well as IT and engineering professionals working in a variety of network environments. The candidate is responsible for investigating reported software defects and performance issues and developing recommended solutions.  The team member evaluates customer software enhancement requests and submits change requests to the software development team. 


As a professional and technical leader, he or she provides guidance and coaching for the first line helpdesk staff to increase technical knowledge and skills across the team.  Interactions include end-user support, collaboration with various levels of management across teams as well as documentation of solutions in ticketing systems and frequently asked questions articles. Initial training includes learning the role of a service desk analyst.







Typically requires BS degree and 2 – 4 years of prior relevant experience or Masters with less than 2 years of prior relevant experience. Commensurate years of relevant experience may be considered in lieu of degree.

- At least 2 years technical customer support experience, preferably with high profile government customers and end-users.
- Basic knowledge of database management principles (Oracle, SQL Server)
- SQL command knowledge including ability to write queries for troubleshooting, updating and/or appending data. 
- Knowledge of basic HTML as used for eNewsletter design.

- Current knowledge on a variety of technologies related to working with web-based software functioning in an enterprise network environment.  Examples include: Active Directory, network troubleshooting, Exchange Server, IIS (Internet Information Services)

-Familiarity with using browser developer mode, SQL and other scripting to troubleshoot, identify and isolate software problems.

- At least 2 years’ experience providing support and analysis for proprietary software. 

Desired Skills:
- Certifications in Oracle or Microsoft Server
- Project Management/team leadership experience
- Helpdesk experience
- Training/Mentoring background

Leidos Overview:
Leidos is a global science and technology solutions leader working to solve the world’s toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company’s 33,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported pro forma annual revenues of approximately $10 billion for the fiscal year ended January 1, 2016 after giving effect to the recently completed combination of Leidos with Lockheed Martin's Information Systems & Global Solutions business (IS&GS). For more information, visit www.Leidos.com. The company’s diverse employees support vital missions for government and commercial customers. Qualified women, minorities, individuals with disabilities and protected veterans are encouraged to apply. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an Equal Opportunity Employer.
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