Operations Analyst II

Job Title Operations Analyst II Job Overview ATS is seeking an Operations Center Support Specialist to manage application support for the Contractor facility at NSWCDD (Dahlgren, VA). Key Responsibilities 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. Requirements 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. Preferred Qualifications 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. Job Details 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 #J-18808-Ljbffr