Technical Support Operations Analyst

OverviewTier 2 Technical Support Operations Analyst - This position is to support The Department of Justice (DOJ) in Washington, DC.Carries out moderately complex information systems and/or information technology tasks within more than one discipline, such as application support, database administration, software quality assurance/quality control.ResponsibilitiesProvide Tier 2 support across multiple IT disciplines including application support, database administration, infrastructure operations, and software engineeringPlan, 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 neededPartner with Tier 1 National Service Desk (NSD) teams to handle escalated tickets and improve resolution processesContribute 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 periodAnalyze support trends to improve applications, infrastructure, and processesSupport 24/7/365 application availability as part of an on-call rotationQualificationsBachelor’s degree in IT, Computer Science, or a related field – OR equivalent experience4+ years of experience in IT operations, systems administration, or application supportAt least 3 years of experience in application/infrastructure design, deployment, testing, and/or supportStrong background in:Microsoft Power Platform (Power Apps, Power BI, Dataverse)Experience with ServiceNow and ITIL-based processes (preferred)Excellent communication skills and ability to coordinate with cross-functional teamsAbility to analyze support data, identify recurring issues, and recommend improvementsDetailsSeniority level: AssociateEmployment type: Full-timeJob function: Information TechnologyIndustries: IT Services and IT Consulting #J-18808-Ljbffr

Created: 2025-09-17