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) and Digital Mail Modernization (DMM) systems. You will be responsible for providing technical, analytical, and operational support for the ITS/DMM system, including Bear River’s BearTracks software, Image Architect’s WebDOX software, Apache Tomcat, 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 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. for application patches, version upgrades, and configuration updates to ensure successful implementation with minimal user disruption. Perform backend system administration, including application configuration, system patching, upgrades, and troubleshooting in secure environments. Administer SQL Server and perform data‑level troubleshooting, including performance monitoring and data integrity validation. Integrate servers and applications to ensure reliable communication between ITS/DMM components and dependent systems. Provide Tier II and Tier III user support, resolving issues related to data setup/imports, user access, workflow configuration, and application functionality. Conduct vulnerability analysis and assist with remediation of findings identified through ACAS scans, STIG checklists, and security assessments. Update the Pentagon Support Products List (SPL). Participate in 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. and 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 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. #J-18808-Ljbffr