Operations Analyst II

ATS is looking for an Operations Center Support to support the Contractor facility at NSWCDD (Dahlgren, VA)

• Provide Tier I application support to Department of the Navy users via phone, email, and service management tools.
• Receive, document, troubleshoot, and resolve application-related incidents and service requests in accordance with established Service Level Agreements (SLAs).
• Monitor and manage multiple ticket queues, ensuring timely response, prioritization, and resolution of user requests.
• Process user access requests, account changes, and permission updates while ensuring compliance with DoD security requirements.
• Verify customer information and accurately document all troubleshooting steps, resolutions, and communications within the ticketing system.
• Escalate complex technical issues to Tier II support, developers, or engineering teams, providing complete documentation to facilitate resolution.
• Assist users with application functionality, navigation, and general system usage.
• Maintain and update knowledge articles, Standard Operating Procedures (SOPs), and technical documentation.
• Communicate planned maintenance windows, outages, and service interruptions to end users.
• Maintain compliance with organizational security policies, operational procedures, and customer service standards.
• Participate in team meetings, training sessions, and continuous process improvement initiatives.
• Provide professional, courteous, and timely customer service while supporting a mission-critical Department of the Navy environment.

Requirements:

• Minimum of two (2) years of experience working in a PC- and telephone-based Service Desk or IT Support Center environment.
• Minimum of two (2) years of experience with user account administration, including account provisioning, access management, and permissions.
• Minimum of two (2) years of experience using Windows operating systems, desktop/laptop computers, and Microsoft Office applications.
• Minimum of two (2) years of experience monitoring, managing, and prioritizing incidents, service requests, and call queues while meeting Service Level Agreements (SLAs).
• Minimum of two (2) years of experience using Microsoft SharePoint for document management and collaboration.
• Minimum of one (1) year of experience troubleshooting hardware, software, and end-user technical issues using established support methodologies.

Preferred but not required:

• Experience using Atlassian tools, including Jira and Confluence, for incident management, documentation, and workflow tracking.
• Experience collaborating with cross-functional teams, including developers, engineering teams, and cybersecurity personnel, to resolve complex technical issues.
• Experience supporting Department of Defense (DoD), Department of the Navy (DoN), or federal government IT environments.
• CompTIA Security+