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