Sr. Application Support

Minimum Experience:3-10 Years of Related Experience

Minimum Education: Bachelors Degree (BA/BS) in Information Technology Computer Science Technical Communications Business or a related field. A Masters Degree may be substituted for four (4) years of experience.

The Senior Application Support & Technical Documentation Specialist provides advanced technical documentation customer support and application administration services in support of organizational operations and mission-critical systems. The incumbent serves as a key resource for developing maintaining and managing technical publications while also providing end-user support for software applications and technology services. This position requires exceptional communication skills strong technical aptitude and the ability to work independently with minimal supervision.

Technical Documentation and Publications

• Prepare edit review and maintain technical documentation including:
  • Operations and maintenance manuals
  • Software and system documentation
  • Standard Operating Procedures (SOPs)
  • User guides and training materials
  • Technical reports and publications
• Ensure all documentation is accurate consistent compliant with organizational standards and suitable for intended audiences.
• Conduct technical research and collaborate with engineers developers system administrators and subject matter experts to gather and validate technical information.
• Coordinate activities among technical writers editors illustrators graphic designers and other contributors to ensure timely publication and distribution of documentation.
• Develop documentation for both end users and technical support personnel.

Application Support and Customer Service

• Serve as a primary point of contact for customer inquiries and technical support requests.
• Respond to phone calls emails and support tickets diagnosing and resolving application-related issues.
• Assist users with troubleshooting software system access and application functionality problems.
• Escalate complex technical issues to appropriate technical teams while maintaining communication with customers.
• Maintain detailed records of incidents service requests and resolutions.

Technology and Collaboration Support

• Support various custom and enterprise applications used throughout the organization.
• Configure schedule and facilitate virtual meetings and collaboration sessions using platforms such as Microsoft Teams and Zoom.
• Assist users with collaboration tools meeting technology and remote connectivity solutions.
• Quickly learn and adapt to new technologies software platforms and business processes.

Administrative and Operational Support

• Perform administrative tasks and special projects as assigned by the Division Manager or Program Manager.
• Support organizational initiatives through effective communication and coordination with stakeholders.
• Contribute to process improvements and knowledge management efforts.

• Extensive experience in technical writing editing and document management.
• Strong understanding of software applications information systems and technology support processes.
• Excellent analytical and troubleshooting skills.
• Ability to communicate complex technical information clearly to both technical and non-technical audiences.
• Strong customer service orientation with a demonstrated commitment to providing exceptional support.
• Excellent written verbal and interpersonal communication skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office Suite and collaboration platforms such as Microsoft Teams and Zoom.
• Experience supporting enterprise applications help desk operations or customer support environments.
• Strong organizational skills and attention to detail.

• Experience supporting federal government or large enterprise environments.
• Familiarity with IT Service Management (ITSM) practices and ticketing systems.
• Knowledge of documentation standards configuration management and change management processes.
• Experience developing training materials and conducting user support activities.

• Operates independently with minimal supervision from the Program or Project Manager.
• Collaborates regularly with technical teams customers management and external stakeholders.
• Maintains a professional positive and customer-focused approach while supporting mission-critical operations.