Operations Analyst II

Job Title

Operations Analyst II

ATS is seeking an Operations Center Support Specialist to manage application support for 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 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, 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.

• Minimum of two (2) years of experience 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 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 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.
• Must possess an Active DoD Secret Security Clearance.

• Experience using Atlassian tools such as 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, Department of the Navy, or federal government IT environments.
• CompTIA Security+ certification.

• Category:
  Information Technology
• Job Type: Full‑time
• Travel:
  No Travel
• Hiring Manager:
  Chapman, Krista (Management Analyst II – Maintenance Support Group (1.01))
• Number of Hires Needed: 1