Application Support Analyst

Fairbanks Morse Defense; Beloit (WI); Hybrid; USD 70,000 - 95,000; Full time

Job summary

Fairbanks Morse Defense is seeking an Application Support Analyst to provide tier 1/2 support for enterprise and program applications. Based in Beloit, WI or Cincinnati, OH, you will liaise with users, development teams, and IT staff to ensure availability, performance, and security in a DoD-contract environment with strict compliance.

You will handle incident resolution, monitoring, deployments, documentation, and access reviews, while contributing to disaster recovery and CAB processes.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• 2–5 years of experience in application support, help desk, or IT operations.
• U.S. Citizenship required; background check.
• Windows/Linux server environments.
• SQL for basic data queries and troubleshooting.
• Familiarity with ITIL processes (incident, problem, change).
• Strong written and verbal communication; explain tech to non-tech.
• Ability to work independently and manage competing priorities.

Responsibilities

• Provide day-to-day support for internal and program applications; troubleshoot and resolve incidents.
• Monitor application performance and logs to identify issues.
• Manage support tickets through an ITSM platform (e.g., ServiceNow).
• Coordinate with dev, database, BA, and infra teams to escalate and resolve complex issues.
• Support deployments, patches, upgrades; test in staging environments.
• Maintain documentation: SOPs, known-errors, user guides.
• Ensure DoD security compliance including NIST 800-171 when handling CUI.
• Assist with user provisioning, access reviews, and audit support.
• Participate in Change Advisory Board (CAB) processes; disaster recovery/testing.
• Occasional after-hours or on-call support for outages.

Skills

Windows/Linux server environments

SQL basics

ITIL processes

Strong communication

Background check eligibility

Education

Bachelor's degree in Information Technology, Computer Science, or related field

Tools

ServiceNow ITSM

Oracle ERP (EBS)

Infor ERP (Visual/ LN)

Job description

Application Support Analyst

Location: Beloit, WI or Cincinnati, OH (prefer onsite, remote possible)

Employment Type: Full-Time

Department: Information Technology

Position Summary

The Application Support Analyst will be responsible for providing tier 1/2 technical support, troubleshooting, and maintenance for enterprise and program-specific applications used across the organization. This role serves as a key liaison between end users, development teams, and IT infrastructure staff to ensure application availability, performance, and security in a defense contracting environment governed by strict compliance and data-handling requirements.

Key Responsibilities

• Provide day-to-day support for internal and program applications, including troubleshooting, incident resolution, and root-cause analysis
• Monitor application performance and system logs to proactively identify and resolve issues
• Manage and track support tickets through resolution using an ITSM platform (e.g., ServiceNow)
• Coordinate with software development, database, business analyst, and infrastructure teams to **escalate** and resolve complex technical issues
• Support application deployments, patches, and upgrades, including testing in staging environments
• Maintain application documentation, including SOPs, known-error databases, and user guides
• Ensure compliance with DoD security requirements, including NIST 800-171 controls, when supporting applications that process Controlled Unclassified Information (CUI)
• Assist with user account provisioning, access control reviews, and audit support
• Participate in Change Advisory Board (CAB) processes for application changes
• Support disaster recovery and business continuity testing for critical applications
• Provide occasional after-hours or on-call support for critical system outages

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
• 2–5 years of experience in application support, help desk, or IT operations
• U.S. Citizenship required (per federal contract requirements); ability to pass a background check
• Working knowledge of Windows/Linux server environments
• Experience with SQL for basic data queries and troubleshooting
• Familiarity with ITIL processes (incident, problem, and change management)
• Strong written and verbal communication skills, with the ability to explain technical issues to non-technical stakeholders
• Ability to work independently and manage competing priorities in a fast-paced environment

Preferred Qualifications

• Experience supporting applications in a DoD or federal contracting environment
• Experience with any of the following ERP Applications: Oracle EBS r12, Infor Visual Manufacturing, Infor LN A&D
• Familiarity with NIST 800-53/800-171
• Experience with ServiceNow or similar ITSM tools
• Scripting experience (PowerShell, Python, or Bash) for automation and troubleshooting
• ITIL Foundation certification
• Security+ or similar IT certification (a plus, not required)

Security & Compliance Requirements

This position does not require an active security clearance. However, it may involve access to information subject to U.S. export control regulations (ITAR/EAR) and/or Controlled Unclassified Information (CUI), so candidates must be eligible to access such information under federal contract requirements. As a condition of employment, candidates must successfully complete a background investigation and may be subject to random drug testing per federal contract requirements. Depending on future program assignments, candidates may be asked to pursue a security clearance; willingness to do so is a plus but not required at this time.

Only U.S. Citizens or Permanent Residents may apply, per federal contract and export control requirements.