Application Support Analyst

Fairbanks Morse, LLC; Cincinnati (OH); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Fairbanks Morse, LLC is seeking an Application Support Analyst to provide tier 1/2 support for enterprise applications in a defense contracting environment. The role focuses on troubleshooting, incident resolution, and maintaining application availability, performance, and security.

The position requires a bachelor's degree in IT/CS (or equivalent), 2–5 years of experience, U.S. citizenship, and strong communication skills.

Qualifications

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

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 elevate 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 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.

Skills

Communication

Independent work

Problem-solving

Prioritization

Analytical thinking

Technical troubleshooting

Education

B.S. in Information Technology, Computer Science, or related field

Equivalent experience

Tools

ServiceNow

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 elevate 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.