STI-TEC · 6 hours ago
Application Support Specialist - TS/SCI
Dayton, OH
Full-time
Onsite
Mid Level
3+ years expSTI-TEC specializes in professional business and information management services, focusing on customer satisfaction and integrity. The Application Support Specialist will manage user-reported issues with MMO products and services, ensuring timely resolution and user engagement.
Information TechnologyRoboticsSoftware
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
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 knowledgebases) 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 knowledgebases)
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
Qualification
Required
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: PowerShell, 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 (ServiceNow, JIRA, Zendesk, etc.) and awareness of ITIL concepts (incidents, problems, changes)
Monitoring & tools: Using application performance monitoring, log viewers, and remote support tools
Competence with Microsoft Office Suite, especially for documentation and reporting
Active Top Secret SCI clearance and SAP eligibility
US Citizen
Preferred
Bachelor's degree in IT, Computer Science, or related field rather than just a diploma or associate degree
Certifications such as CompTIA A+/Network+, Microsoft (MCSA/Associate), ITIL Foundation, or vendor‑specific app certifications
3+ years in application support, IT support, or a similar role, especially in enterprise or mission‑critical environments
Proven ability to liaise between business users and development teams, translating user issues into clear technical requirements
Demonstrated soft skills: ownership of issues, calm under pressure, strong documentation habits, and continuous learning mindset
Company
STI-TEC
Solutions Through Innovative Technologies, Inc (STI Technologies, Inc.) is a small disadvantaged business that delivers innovation solutions to commercial and federal clients.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Charles Colon
Chief Executive Officer
Company data provided by crunchbase