Application Support Analyst

Application Support Analyst
Location: Beloit, WI or Cincinnati, OH (prefer onsite, remote possible)
Employment Type: Full-Time
Department: Information Technology

Position Summary
The Application Support Analyst will be responsible for providing tier 1/2 technical support, troubleshooting, and maintenance for enterprise and program-specific applications used across the organization. This role serves as a key liaison between end users, development teams, and IT infrastructure staff to ensure application availability, performance, and security in a defense contracting environment governed by strict compliance and data-handling requirements.

Key Responsibilities

Provide day-to-day support for internal and program applications, including troubleshooting, incident resolution, and root-cause analysis
Monitor application performance and system logs to proactively identify and resolve issues
Manage and track support tickets through resolution using an ITSM platform (e.g., ServiceNow)
Coordinate with software development, database, business analyst, and infrastructure teams to escalate and resolve complex technical issues
Support application deployments, patches, and upgrades, including testing in staging environments
Maintain application documentation, including SOPs, known-error databases, and user guides
Ensure compliance with DoD security requirements, including NIST 800-171 controls, when supporting applications that process Controlled Unclassified Information (CUI)
Assist with user account provisioning, access control reviews, and audit support
Participate in Change Advisory Board (CAB) processes for application changes
Support disaster recovery and business continuity testing for critical applications
Provide occasional after-hours or on-call support for critical system outages

Required Qualifications

Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
2–5 years of experience in application support, help desk, or IT operations
U.S. Citizenship required (per federal contract requirements); ability to pass a background check
Working knowledge of Windows/Linux server environments
Experience with SQL for basic data queries and troubleshooting
Familiarity with ITIL processes (incident, problem, and change management)
Strong written and verbal communication skills, with the ability to explain technical issues to non-technical stakeholders
Ability to work independently and manage competing priorities in a fast-paced environment

Preferred Qualifications

Experience supporting applications in a DoD or federal contracting environment
Experience with any of the following ERP Applications: Oracle EBS r12, Infor Visual Manufacturing, Infor LN A&D
Familiarity with NIST 800-53/800-171
Experience with ServiceNow or similar ITSM tools
Scripting experience (PowerShell, Python, or Bash) for automation and troubleshooting
ITIL Foundation certification
Security+ or similar IT certification (a plus, not required)

Security & Compliance Requirements
This position does not require an active security clearance. However, it may involve access to information subject to U.S. export control regulations (ITAR/EAR) and/or Controlled Unclassified Information (CUI), so candidates must be eligible to access such information under federal contract requirements. As a condition of employment, candidates must successfully complete a background investigation and may be subject to random drug testing per federal contract requirements. Depending on future program assignments, candidates may be asked to pursue a security clearance; willingness to do so is a plus but not required at this time.
Only U.S. Citizens or Permanent Residents may apply, per federal contract and export control requirements.