ITS DMM Customer Support Engineer

• 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’s on
  • Application patches, version upgrades, and configuration updates to ensure successful implementation with minimal user disruption.
  • Backend system administration, including application configuration, system patching, upgrades, and troubleshooting in secure environments.
  • SQL Server administration and data-level troubleshooting, including performance monitoring and data integrity validation
  • Server and application integration, ensuring reliable communication between ITS/DMM components and dependent systems
  • Tier II and Tier III user support, resolving issues related to data setup/imports, user access, workflow configuration, and application functionality.
  • Vulnerability analysis and assist with remediation of findings identified through ACAS scans, STIG checklists, and security assessments.
  • Updating Pentagon Support Products List (SPL)
• 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.

• 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’s and their subcontractor vendors to maintain operational readiness of hardware and software systems, ensuring minimal service disruption.

• Coordinate daily tasking, workload prioritization, and quality assurance activities for operational support functions.
• Support continuous improvement of operational workflows and customer support processes.

• 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.

• 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

• DoD 8570 – IAT Level III compliant certification preferred (e.g., SecurityX/CASP CE).
• Microsoft Certified Systems Engineer (MCSE)
• ITIL 4

• 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

• 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

Agil3 Technology Solutions LLC ("A3T") is a Northern Virginia based, ISO 9001, ISO 20000-1 & ISO 27001 Certified, Women-Owned (WOSB) and Service-disabled Veteran-Owned (SDVOSB) small business. A recent recipient of the prestigious Washington Technology TOP 50 (ranking #9, and on the list for last 4 years!), A3T is experiencing industry leading recognition and growth. In addition to the CEO’s recognition as an “All-Star Entrepreneur”, A3T is recognized by Inc Magazine as one of the fastest growing companies in the country, by Vet 50 as Fastest Growing Veteran-Owned Businesses, and is featured in CyberSecurity Ventures / Cybercrime Magazine! “As a go-to Women-Owned Cybersecurity company in US and internationally”. As part of our growth, we are looking for YOU to join our growing team.

A3T offers excellent benefits to enhance the work-life balance, including:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term & Long-Term Disability
• 401k Retirement Savings Plan with Company Match
• Paid Holidays
• Paid Time Off (PTO)
• Tuition and Professional Development Assistance
• Parking/Travel Reimbursement (metropolitan areas)