Position Summary:
The Production Support Analyst provides Tier 1 technical and customer support for Maintenix and related systems. This role is ideal for someone with strong communication and problem-solving skills, who enjoys working directly with customers and cross-functional teams. The analyst is expected to resolve 70–80% of customer issues before escalation and will also support additional systems and helpdesk functions.

NOTE: DUE TO ACCESS TO TECHNOLOGIES AND HARDWARE SUBJECT TO U.S. NATIONAL SECURITY EXPORT CONTROL REQUIREMENTS, APPLICANTS MUST BE U.S. PERSONS (8 USC 1324B(A)(3)) OR OTHERWISE AUTHORIZED BY THE U.S. GOVERNMENT. NO COMPANY SPONSORSHIP IS AVAILABLE.

Key Responsibilities

• Support SimpleSAR Customer Helpdesk – managing calls, emails, and database inquiries
• Work directly with customers to gather requirements, provide technical insights, and ensure satisfaction with deliverables
• Build and maintain strong relationships with customers by understanding their needs and providing proactive support
• Collaborate with cross-functional teams to understand project requirements
• Adapt to changing project scopes, technologies, and customer needs
• Implement data management strategies to support business operations and data integrity
• Provide on-time delivery that meets all applicable requirements
• Grant user access to the EDATA+ system
• Perform full and targeted FQR (Formal Qualification Review) testing on commercial and government-related projects
• Hold daily/weekly touchpoints with customers
• Provide technical support to customers via phone, email, and in person
• Respond to and manage service desk tickets using YouTrack
• Troubleshoot program/data issues and provide effective solutions
• Document all customer interactions and resolutions in the tracking system
• Assist users in navigating application menus and features
• Maintain data accuracy and consistency
• Escalate unresolved or complex issues to Tier II support
• Analyze data discrepancies and recommend or implement resolutions
• Test software functionality related to user issues
• Create and maintain support documentation and step-by-step troubleshooting instructions
• Follow up on open tickets to ensure timely resolution
• Perform other support-related duties as assigned

Required Qualifications

• High school diploma or GED
• U.S. Person (per legal export control requirements)
• Exceptional interpersonal and communication skills
• Strong analytical and problem-solving abilities
• High attention to detail and a strong sense of urgency
• Ability to research and communicate technical information clearly
• Customer-focused with excellent listening and documentation skills
• Experience working in a 24/7 environment
• Exposure to data analytics and reporting tools
• Team-oriented and adaptable to collaborative work environments

Preferred Qualifications

• 1+ years of experience with Microsoft Excel
• 1+ years of experience with SQL and Microsoft SQL Server
• Experience in configuration management or technical support roles
• 2+ years of experience in a professional, government, or enterprise environment
• Experience using YouTrack or similar helpdesk tools
• Basic knowledge of SQL and scripting (e.g., SQL, Batch)

Work Conditions

• 40 hours/week, primarily in-office
• Must pass a background check and drug screening
• Occasional travel may be required
• Prolonged periods of sitting; frequent use of computer and peripherals
• Manual dexterity to operate tools and computer components

• Support SimpleSAR Customer Helpdesk – managing calls, emails, and database inquiries
• Work directly with customers to gather requirements, provide technical insights, and ensure satisfaction with deliverables
• Build and maintain strong relationships with customers by understanding their needs and providing proactive support
• Collaborate with cross-functional teams to understand project requirements
• Adapt to changing project scopes, technologies, and customer needs
• Implement data management strategies to support business operations and data integrity
• Provide on-time delivery that meets all applicable requirements
• Grant user access to the EDATA+ system
• Perform full and targeted FQR (Formal Qualification Review) testing on commercial and government-related projects
• Hold daily/weekly touchpoints with customers
• Provide technical support to customers via phone, email, and in person
• Respond to and manage service desk tickets using YouTrack
• Troubleshoot program/data issues and provide effective solutions
• Document all customer interactions and resolutions in the tracking system
• Assist users in navigating application menus and features
• Maintain data accuracy and consistency
• Escalate unresolved or complex issues to Tier II support
• Analyze data discrepancies and recommend or implement resolutions
• Test software functionality related to user issues
• Create and maintain support documentation and step-by-step troubleshooting instructions
• Follow up on open tickets to ensure timely resolution
• Perform other support-related duties as assigne