Application Support Specialist - TS​/SCI

Solutions Through Innovative Technologies, Inc. (STI-TEC) specializes in the delivery of professional business and information management services. STI-TEC offers government and commercial clients a comprehensive portfolio of services that identify, manage, distribute and improve business processes related to entities’ most valued resource, information. As a fast‑growing solutions provider, established in 2000, total customer satisfaction has remained the cornerstone of our business.

Our business model focuses on integrity, loyalty, and trust.

The Advanced Framework for Simulation, Integration, and Modeling (AFSIM) is an innovative, open‑source military simulation framework used extensively by the U.S. Department of Defense (DoD) and related communities. Managed by the U.S. Air Force Research Laboratory (AFRL), AFSIM supports scenario creation, analytical work, and virtual wargaming, benefiting from a collaborative user community across the military, government, industry, academia, and international partners.

To enhance AFSIM’s growth, the Department of the Air Force (DAF) is establishing a Model Management Office (MMO). In this cutting‑edge new MMO the Application Support Specialist shall manage user‑reported issues with MMO products and services, coordinating with other application and domain experts, as necessary.

• Categorize and prioritize application support requests based on established criteria characterizing urgency and impact
• Assess the severity of user‑reported issues and assign appropriate priority to ensure timely resolution

• Perform preliminary investigation of user‑reported issues through initial troubleshooting or diagnostics
• Leverage support products (e.g., documentation, training, or official knowledge bases) associated with MMO products and services to resolve common problems and validate user‑reported issues

• Gather additional information from end users including specific versions, error messages, operating contexts, or steps required to reproduce a problem
• Perform user education by pointing users to relevant self‑help resources (e.g., documentation, training, or official knowledge bases)
• Improve self‑help resources, as needed

• Capture and track all support interactions, maintaining detailed record of issue reports and resolution steps
• Track metrics to ensure timely resolution of issues, prioritized by urgency and impact

• Coordinate the resolution of issues through other specialists, as necessary

• Associate or bachelor’s degree Information Technology, Computer Science, Information Systems, or related discipline
• Equivalent experience plus certifications (e.g., CompTIA A+/Network+, Microsoft, ITIL) in place of a full degree

• Technical/problem‑solving:
  Ability to diagnose and resolve application issues, analyze logs, and identify root causes; strong troubleshooting mindset.
• Customer service & communication:
  Clear written and verbal communication, ability to explain technical issues to non‑technical users, patience and empathy with frustrated users.
• Organization & time management:
  Prioritizing tickets, handling multiple issues, documenting work accurately.
• Collaboration:
  
  Working with developers, DBAs, network teams, and business stakeholders.
• Adaptability & learning:
  Comfort with changing systems and willingness to learn new tools and technologies continuously.

• Operating systems:
  Solid user‑level and basic admin skills on Windows
• Databases & SQL:
  Ability to query relational databases (basic SELECTs, troubleshooting data issues).
• Scripting/automation (nice to have):
  Power Shell, Bash, or Python for routine tasks and automation
• Web/application basics:
  Familiarity with web technologies (HTTP, browsers, sometimes HTML/CSS/JavaScript) for web‑based apps.
• Ticketing & ITSM:
  Experience with incident management tools (Service Now, JIRA, Zendesk, etc.) and awareness of ITIL concepts (incidents, problems, changes)
• Monitoring & tools:
  Using application performance monitoring, log viewers, and remote support tools
• C…