Description

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Unleash your potential at Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customer's success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.

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Varec, a Leidos company is currently searching for a Defense Technical Support Analyst. The Technical Support Analyst functions as the FuelsManager® Defense (FMD), Base Level Support Application (BLSA) Subject Matter Expert for all advanced support requests generated from DLA Energy Customers both at the local base and enterprise levels.

• Works to achieve day-to-day objectives with moderate impact on the area/ project team. Maintaining acceptable service level agreement (SLA) standards as they are established in the external and internal standard operating procedures (SOP).
• Establishes and maintains a positive working relationship with all DLA service representatives and service control points through accurate written and verbal problem descriptions pertaining to site visit requests, hardware replacements, etc. that are triaged from the base level customer.
• May assist other technical staff with tasks and assignments with aiding coworkers through training, education and mentoring processes with troubleshooting techniques when addressing problem issues that arise with the FuelsManager® Defense and third-party software that are used by end users.
• Addresses somewhat complex technical issues/problems using internal best practice and through collaboration with colleagues to identify advanced technical, Tier III support issues related to the FuelsManager® Defense software suite and route them accordingly.
• Develops solutions to technical problems that require depth of technical knowledge by identifying software discrepancies Analyzes process flows to determine / recommend possible business process changes and provides technical documentation for proposed solutions to other defense support teams and management.
• Communicates with colleagues across multiple areas (project managers, other technical resources, etc. on support issue that require problem escalation and additional oversight.
• Requires working knowledge of and ability to apply standards, principles, theories, concepts, and techniques of technical domain.
• Manages, develops, and creates supporting documentation of problem resolution findings to all support analysts and other support departments.
• Performs quality inspections on equipment and application configuration for remote customers support requirements.
• Other duties as assigned.

• Bachelor's degree with two plus (2+) years of prior relevant experience. May consider more years of relevant experience in lieu of degree.
• U.S Citizenship required and must be able to obtain and maintain a Government IT Public Trust IT2 security clearance.
• DOD 8570-01 IAT II Level Certification and Computing Environment Certification.
• Must be willing to travel a minimum of 10%,
• Hands on administrative and technical experience with all Microsoft Operating Systems and database management systems to date.
• Must be willing to provide 24/7/365 operation support to include holidays on a rotational basis.
• Must have outstanding written and verbal communication and presentation skills.
• Must be able to multi-task multiple high priority items with the ability to properly prioritize and be part of a team environment.
• Have a strong understanding of IT networking architecture with relation to Client Server configurations and/or thin/thick net configurations.
• Must have highly developed multi-tasking capabilities with the ability to manage time and support issues to meet and exceed Government Service Level requirements.

• DoD Fuels Management/operational background experience is preferred but not required.
• Five years of previous customer support related experience
• Have an advanced knowledge of the wholesale retail fuels business and associated software to include FuelsManager® Defense, Inventory Management interface, Enterprise Business Systems (EBS), External Enterprise Business Portal (EEBP), Real Property, DLA Business Process Areas, and Incident Ticketing processes.
• Possess in-depth knowledge of fuels accounting ledger reconciliation procedures required to manage a fuels account including, reconciling accounts, clearing system rejects, appropriately triaging problem issues, and DLA routing procedures.