Customer Support Engineer (ITS/DMM)

As the ITS/DMM Customer Support Engineer (CSE), you will act as a model of customer service excellence for all Integrated Tracking System (ITS)/Digital Mail Modernization (DMM) systems.
You will be responsible for providing technical, analytical, and operational support for the Integrated Tracking System (ITS) Digital Mail Modernization (DMM) system to include Bear River's BearTracks software, Image Architect's WebDOX software, Apache Tomcat software, OPEX Scanners, Tritek Sorters, and Zebra handhelds. The CSE plays a pivotal role in ensuring system readiness, supporting users, coordinating updates and issue resolution, and maintaining strong relationships with on-site Government and contract stakeholders.
This role serves as the operational bridge between the Integrated Tracking System (ITS)/Digital Mail Modernization (DMM) system managers/users, and IT Support teams ensuring consistent service delivery, compliance, and customer satisfaction in a secure DoD environment.

Responsibilities
System & Application Support

• Provide on-site technical support for ITS, DMM, Image Architect's WebDOX software, Apache Tomcat software, OPEX Scanners, Tritek Sorters, and Zebra handhelds across WHS FSD, DISA, and other DoD components.
• Coordinate with Bear River Associates, Inc's on
  • Application patches, version upgrades, and configuration updates to ensure successful implementation with minimal user disruption.
  • Backend system administration, including application configuration, system patching, upgrades, and troubleshooting in secure environments.
  • SQL Server administration and data-level troubleshooting, including performance monitoring and data integrity validation
  • Server and application integration, ensuring reliable communication between ITS/DMM components and dependent systems
  • Tier II and Tier III user support, resolving issues related to data setup/imports, user access, workflow configuration, and application functionality.
  • Vulnerability analysis and assist with remediation of findings identified through ACAS scans, STIG checklists, and security assessments.
  • Updating Pentagon Support Products List (SPL)
• Authority to Operate (ATO) sustainment activities for the ITS/DMM systems in accordance with DoD RMF requirements.
• Monitor operational health and performance of ITS/DMM applications and escalate issues to appropriate Government or contractor stakeholders as needed.
• Provide recommendations to improve application workflows, system usability, and training effectiveness.

Customer Support & Troubleshooting

• Respond to WHS FSD and DISA service requests within defined service-level timelines.
• Document troubleshooting steps, root causes, and resolutions to support a reusable knowledge base and reduce recurring issues.
• Ensure consistent troubleshooting approaches and communication across Government and contractor teams.
• Coordinate with Bear River Associates, Inc's and their subcontractor vendors to maintain operational readiness of hardware and software systems, ensuring minimal service disruption.

Team & Operational Management

• Coordinate daily tasking, workload prioritization, and quality assurance activities for operational support functions.
• Support continuous improvement of operational workflows and customer support processes.

Documentation Management

• Develop, maintain, and update Standard Operating Procedures (SOPs), user guides, and training documentation to reflect current system versions and workflows.
• Coordinate updates and documentation releases following system updates, patches, or enhancements.
• Participate in program reviews, providing written input on training activities, documentation updates, and user support performance.

Qualifications
Minimum Requirements:

• Shall possess an Active Secret security clearance
• Bachelor's degree in information technology, Computer Science, or related discipline, or equivalent experience in lieu of education.
• A minimum of five (5) years of experience in technical support, systems analysis, or IT service delivery within a DoD or federal environment.
• DoD 8570 - IAT Level III compliant certification or ability to obtain one
• Experience supporting enterprise applications and working directly with end users.
• Java experience

Preferred Certifications:

• DoD 8570 - IAT Level III compliant certification preferred (e.g., SecurityX/CASP CE).
• Microsoft Certified Systems Engineer (MCSE)
• ITIL 4

Core Competencies:

• Highly self-motivated with strong customer service
• Team-oriented and effective in collaborative environments across contracts
• Strong written, oral, and interpersonal communication skills
• Proven analytical and problem-solving abilities
• Ability to:
  • prioritize and execute tasks in a high-pressure operational environment
  • research application and data issues and recommend effective solutions
  • present technical information in business- and user-friendly language

Physical Requirements
This position requires the ability to perform the following essential functions:

• Sit or stand for extended periods
• Ambulate throughout office and Pentagon operational spaces
• Stoop, kneel, or crouch as needed for installations and hardware updates
• Repeatedly lift and carry weights up to 50 pounds

Company Overview

Agil3 Technology Solutions LLC ("A3T") is a Northern Virginia based, ISO 9001, ISO 20000-1 & ISO 27001 Certified, Women-Owned (WOSB) and Service-disabled Veteran-Owned (SDVOSB) small business. A recent recipient of the prestigious Washington Technology TOP 50 (ranking #9, and on the list for last 4 years!), A3T is experiencing industry leading recognition and growth. In addition to the CEO's recognition as an "All-Star Entrepreneur", A3T is recognized by Inc Magazine as one of the fastest growing companies in the country, by Vet 50 as Fastest Growing Veteran-Owned Businesses, and is featured in CyberSecurity Ventures / Cybercrime Magazine! "As a go-to Women-Owned Cybersecurity company in US and internationally". As part of our growth, we are looking for YOU to join our growing team.


A3T offers excellent benefits to enhance the work-life balance, including:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term & Long-Term Disability
• 401k Retirement Savings Plan with Company Match
• Paid Holidays
• Paid Time Off (PTO)
• Tuition and Professional Development Assistance
• Parking/Travel Reimbursement (metropolitan areas)