Application Support Services Specialist

Job Description

Application Support Services Specialist

On behalf of our client, Procom is looking for Technical Support Specialist – Application Support (Senior/Intermediate) to deliver operational-level support to IT applications and users across networks and systems in a mixed Linux/Windows Server environment, ensuring end-to-end user issue resolution.

Location: National Capital Region (Hybrid/On-Site as Required)
Security Clearance: Top Secret Clearance Required
Contract Duration: 5 Years + 5-Year Option Period (Up to 10 Years Total)
Job Type: Contract

RESPONSIBILITIES:
-Provide and/or coordinate user support at operational and application levels, and to provide support personnel with knowledge transfer specific to the applications environment (comprising desktop software, web-based, and server-based applications).
-Provide proper maintenance and support for application systems, including regular maintenance and/or upgrades. Additionally, the resource will provide application-specific support in installation, maintenance, configuration, and end-user support, and update operational procedures and documentation as applicable.
-Provide assistance to the organization by leading technical initiatives, including defining overall scope, recommending the best approach, and providing recommendations for detailed project plans covering objectives, activities, resource requirements, risks, and timeframes through discussions with clients and other organizational areas. The resource will attend necessary meetings to ensure timely and accurate task completion, provide reports or documentation and operational procedures during project activities, and provide verbal or written progress status reports to the unit head as requested.
-Provide support for desktop applications running on Windows 10 or higher within a Microsoft networked environment.
-Provide technical and end-user application support for COTS products and client-server applications (e.g., Microsoft Office, Adobe, software) across multiple environments.
-Provide installation, maintenance, and support for web servers (e.g., Apache Tomcat, Microsoft IIS, software).
-Provide packaging, implementation, and support of applications within LAN/WAN environments using Microsoft System Center Configuration Manager.
-Provide installation, configuration, implementation, maintenance, patching, and upgrading of software on Microsoft Windows and Red Hat Linux servers.
-Provide scripting in PowerShell, Python, and/or Bash to automate repetitive tasks.
-Participate in inter- and intra-divisional projects as a team member.
-Provide verbal and written status updates to the unit head for assigned tasks as needed and required.
-Participate in assigned projects and strategic planning activities.
-Attend meetings as required for assigned tasks.
-Modify and prepare operational procedures, network/application documentation, and diagrams as needed.
-Provide specific support activities in a mixed Linux/Unix and Microsoft Windows server environment.
-Assess current infrastructure and design the Configuration Manager hierarchy (Central Administration Site, Primary Sites, Distribution Points.
-Set up automated software deployment for core applications (e.g., Microsoft 365 Apps, third-party software like Adobe, other software).
-Patch Management: Configure Automatic Deployment Rules (ADRs) and Software Update Points for Windows and third-party updates.

Senior Technical Support Specialist – Application Support
- University undergraduate degree or diploma or five years of progressive experience in IT.
- Active Microsoft certifications (e.g., Microsoft 365 Certified: Endpoint Administrator Associate).
- Minimum of 10 years of proven experience implementing and supporting Configuration Manager/SCCM in enterprise environments.
- Minimum ten (10) years of current experience (within the last ten (10) years) providing second or third level, IT-related technical support to end users.
- Minimum ten (10) years of work experience in a networked enterprise environment in performing server-based (Windows server and/or Redhat Linux) and workstation-based (Windows 10 or higher desktop) application installation, administration, troubleshooting and support.
- Minimum ten (10) years of current experience (within the last ten (10) years) installing applications and providing application support in mixed Microsoft and Linux environment including installing, configuring, patching/upgrading and administering: client/server and web-based applications.
- Minimum ten (10) years of work experience (within the last ten (10) years) using Microsoft System Center Configuration Manager to package and deploy desktop applications in an enterprise environment including creating and deploying Microsoft Installer (MSI) packages and Operating System patching.
- Minimum five (5) years of work experience working with scripting languages (BASH and/or Python and/or PowerShell).
- Minimum ten (10) years of work experience in installing, configuring, patching/upgrading and administering: - Apache Tomcat web platform running on Microsoft Windows and Red Hat Linux servers. - Microsoft Internet Information Server web platform running on Windows servers.
- Minimum five (5) years of work experience working with the change management, configuration management, and incident management modules of Service Now. We will consider equivalent experience with other corporate incident, change and inventory management system.

Intermediate Technical Support Specialist – Application Support
- University undergraduate degree or diploma or five years of progressive experience in IT.
- Active Microsoft certifications (e.g., Microsoft 365 Certified: Endpoint Administrator Associate).
- Minimum of 5 years of proven experience implementing and supporting Configuration Manager/SCCM in enterprise environments
- Minimum five (5) years of current experience (within the last ten (10) years) providing second or third level, IT-related technical support to end users.
- Minimum five (5) years of work experience in a networked enterprise environment in performing server-based (Windows server and/or Redhat Linux) and workstation-based (Windows 10 or higher desktop) application installation, administration, troubleshooting and support.
- Minimum five (5) years of current experience (within the last ten (10) years) installing applications and providing application support in mixed Microsoft and Linux environment including installing, configuring, patching/upgrading and administering: client/server and web-based applications
- Minimum five (5) years of current experience (within the last ten (10) years) using Microsoft System Center Configuration Manager to package and deploy desktop applications in an enterprise environment including creating and deploying Microsoft Installer (MSI) packages and Operating System patching.
- Minimum three (3) years of Work experience working with scripting languages (BASH and/or Python and/or PowerShell).
-Minimum five (5) years of work experience in installing, configuring, patching/upgrading and administering: - Apache Tomcat web platform running on Microsoft Windows and Red Hat Linux servers. - Microsoft Internet Information Server web platform running on Windows servers.
-Minimum three (3) years of work experience working with the change management, configuration management, and incident management modules of Service Now. We will consider equivalent experience with other corporate incident, change and inventory management system.

This employer uses both human and technology-assisted tools to support candidate screening and assessment. Final hiring decisions are made by people.

This posting is for a public sector assignment. Compensation will be determined through the competitive bidding process and will be within the approved rate structure for this assignment.