Defense Technical Support Analyst

Defense Technical Support Analyst – FuelsManager® Defense (FMD)
Location: Remote US in EST/CST time zones.

Company Overview:
Varec, a Cognesense company, provides mission-critical solutions to the Department of Defense (DoD) and other federal energy stakeholders. We are seeking a skilled Defense Technical Support Analyst to provide support for the FuelsManager® Defense (FMD) application and for DLA’s Enterprise Point of Sale (EPoS) system.

This role is ideal for candidates with a fuel or POL operations background, such as prior military experience, who can combine technical expertise with sound judgment and strong problem-solving skills.

Position Summary:
The Technical Support Analyst serves as a Tier II help desk support resource for FMD, addressing customer issues from DLA Energy sites worldwide. This role requires the ability to work independently, collaborate with cross-functional teams, and provide timely, effective solutions. The analyst will develop technical documentation, maintain subject matter expertise on energy programs, and ensure minimal downtime for end users.

Key Responsibilities:

• Provide Tier II application support for FuelsManager® Defense (FMD) and EPoS.
• Analyze, troubleshoot, and resolve moderately complex technical issues using sound judgment, internal best practices, and collaboration with colleagues.
• Develop, document, and maintain technical solutions, workarounds, and processes to expedite resolution of support issues.
• Serve as a subject matter expert (SME) on energy programs, processes, and associated software to resolve, or route issues to the correct team.
• Communicate clearly with colleagues, project managers, and DLA service representatives regarding technical issues, escalations, and recommended solutions.
• Assist team members through mentoring, guidance, and knowledge-sharing on troubleshooting techniques and application use.
• Analyze work flows to identify potential improvements and provide technical recommendations.
• Maintain and expand a technical documentation library to support knowledge sharing and issue resolution.
• Participate in 24/7/365 shift rotations as required.
• Perform other duties as assigned.

Qualifications – Basic Requirements:

• U.S. Citizenship required; must be eligible to obtain and maintain a Government IT Public Trust IT2 security clearance.
• Associate’s degree with 2+ years of relevant experience. Equivalent experience will be accepted in lieu of degree.
• Must have a DOD 8570-01 IAT II Level Certification (Security+ CE).
• Hands-on experience with Microsoft Operating Systems and general IT/networking knowledge.
• Strong analytical and problem-solving skills with the ability to make sound decisions independently.
• Ability to multi-task, prioritize workload, and work effectively in both independent and team environments.
• Excellent written and verbal communication skills.
• Willingness to provide rotational coverage for 24/7/365 operations, including holidays.

Preferred Skills

• Previous experience supporting a Help Desk (Tier 1 or Tier 2) or desktop support.
• Experience with ServiceNow or similar ITSM tools.
• Prior DoD fuels management or operational experience.
• Knowledge of wholesale/retail fuels operations, FuelsManager® Defense, Inventory Management Interface, Enterprise Business Systems (EBS), External Enterprise Business Portal (EEBP), and DLA business process areas.
• Experience in fuels accounting ledger reconciliation, problem triaging, and DLA routing procedures.
• Prior customer support experience, particularly in a defense or energy environment.

Why Join Us:
This role offers the opportunity to apply technical expertise in a mission-critical environment, make independent decisions, and collaborate with a dedicated team supporting DoD energy operations. Your contributions will have a direct impact on operational efficiency, customer satisfaction, and mission success.