Technical Support Operations Analyst

Tier 2 Technical Support Operations Analyst - This position is to support the DoJ in Washington, DC. Provide Tier 2 support across multiple IT disciplines including application support, database administration, infrastructure operations, and software engineering Plan, deploy, debug, and secure applications built on the Microsoft Power Platform (Power Apps, Power BI, Dataverse, etc.) Monitor and administer production environments; troubleshoot issues, resolve incidents, and escalate complex problems to Tier 3 teams as needed Partner with Tier 1 National Service Desk (NSD) teams to handle escalated tickets and improve resolution processes Contribute to operational stability through system monitoring, SOP updates, and development of Knowledge Base Articles (KBAs) Participate in a major onboarding rollout of 8,000-10,000 users across DOJ districts over an 18-month period Analyze support trends to improve applications, infrastructure, and processes Support 24/7/365 application availability as part of an on-call rotation Qualifications: Bachelor's degree in IT, Computer Science, or a related field - OR equivalent experience 4+ years of experience in IT operations, systems administration, or application support At least 3 years of experience in application/infrastructure design, deployment, testing, and/or support Strong background in: Microsoft Power Platform (Power Apps, Power BI, Dataverse) Azure DevOps , Visual Studio , SQL Management Studio , GitHub Agile development methodologies SQL Server , Azure SQL , SSIS , T-SQL , ETL processes Experience with ServiceNow and ITIL-based processes (preferred) Excellent communication skills and ability to coordinate with cross-functional teams Ability to analyze support data, identify recurring issues, and recommend improvements

Created: 2025-09-24