Application Support Specialist

The Military Family Life Counseling Program (MFLC) is seeking a detail-oriented IT professional with a knack for independent judgment and decision-making abilities as it relates to software, hardware, and system development.  Application Support Specialists are in our remote team and will be responsible for providing exceptional technical support to our employees and clients. The Application Support Specialist will provide top-notch support for critical applications and assist in troubleshooting and resolving IT-related issues, ensuring that our technology resources run smoothly.  This position will play a pivotal role in ensuring the success and efficiency of our critical applications through decision-making expertise and collaborating with other team members to maintain an effective and resourceful help desk service.
 

*While this role is remote, it will accommodate West Coast users.

Primary Responsibilities

• Monitor ServiceNow daily for incident tickets, change requests, and task assignments, ensuring timely updates and resolutions.

• Ensure the seamless operation and availability of applications, addressing any performance issues proactively.

• Provide expert-level support for applications, including troubleshooting and resolving complex issues and serve as the primary point of contact for technical support inquiries via phone, email, or chat.

• Independently assess and monitor application performance and proactively identify areas of improvement.

• Investigate and resolve ServiceNow-reported incidents, adhering to SLAs and providing root cause analysis.

• Serve as the first point of contact for users encountering application issues via ServiceNow or other support channels.

• Host Zoom sessions for users who need guidance on using their iPhone or tablet.

• Collaborate with IT and development teams to troubleshoot complex issues and implement solutions.

• Work closely with stakeholders to gather requirements and improve application workflows.

• Provide clear and timely communication on ticket progress and resolution to end-users and stakeholders.

• Participate in software testing and activities based on user system design specifications.

Basic Qualifications

• Bachelor's degree and 2 - 4 years of prior relevant experience or 6 - 8 years of prior relevant experience instead of degree.

• Must have familiarity with ServiceNow or other ticketing systems.

• Must have familiarity/experience with iOS or Android systems.

• Proficient with MS Outlook, MS Excel, PowerPoint, and MS Word.

• Experience managing multiple tasks in a fast-paced, dynamic environment.

• Background in cross-functional team collaboration and briefing different audiences. 

• Ability to establish effective working relationships with senior-level customers, technical staff, managers, and peers.

• Strong critical thinking and problem-solving skills.

• Excellent verbal and written communication skills to interact with users, team members, and stakeholders.

• Ability to work independently and as part of a team.

Preferred Qualifications

• Military experience, including military spouse, Veteran, or past DoD experience strongly desired.

• Familiarity with Six Sigma and other improvement methodologies.

Original Posting Date:

While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.