Job Description

Defense Technical Support Analyst - FuelsManager Defense (FMD)

Location:

Remote US in EST/CST time zones.

Company Overview:

Varec, a Cognesense company, provides mission-critical solutions to the Department of Defense (DoD) and other federal energy stakeholders. We are seeking a skilled

Defense Technical Support Analyst

to provide support for the FuelsManager Defense (FMD) application and for DLA's Enterprise Point of Sale (EPoS) system.


This role is ideal for candidates with a fuel or POL operations background, such as prior military experience, who can combine technical expertise with sound judgment and strong problem-solving skills.

Position Summary:

The Technical Support Analyst serves as a Tier II help desk support resource for FMD, addressing customer issues from DLA Energy sites worldwide. This role requires the ability to work independently, collaborate with cross-functional teams, and provide timely, effective solutions. The analyst will develop technical documentation, maintain subject matter expertise on energy programs, and ensure minimal downtime for end users.

Key Responsibilities:

Provide Tier II application support for FuelsManager Defense (FMD) and EPoS. Analyze, troubleshoot, and resolve moderately complex technical issues using sound judgment, internal best practices, and collaboration with colleagues. Develop, document, and maintain technical solutions, workarounds, and processes to expedite resolution of support issues. Serve as a subject matter expert (SME) on energy programs, processes, and associated software to resolve, or route issues to the correct team. Communicate clearly with colleagues, project managers, and DLA service representatives regarding technical issues, escalations, and recommended solutions. Assist team members through mentoring, guidance, and knowledge-sharing on troubleshooting techniques and application use. Analyze work flows to identify potential improvements and provide technical recommendations. Maintain and expand a technical documentation library to support knowledge sharing and issue resolution. Participate in 24/7/365 shift rotations as required. Perform other duties as assigned.

Qualifications - Basic Requirements:

U.S. Citizenship required; must be eligible to obtain and maintain a Government IT Public Trust IT2 security clearance. Associate's degree with 2+ years of relevant experience. Equivalent experience will be accepted in lieu of degree. Must have a DOD 8570-01 IAT II Level Certification (Security+ CE). Hands-on experience with Microsoft Operating Systems and general IT/networking knowledge. Strong analytical and problem-solving skills with the ability to make sound decisions independently. Ability to multi-task, prioritize workload, and work effectively in both independent and team environments. Excellent written and verbal communication skills. Willingness to provide rotational coverage for 24/7/365 operations, including holidays.

Preferred Skills

Previous experience supporting a Help Desk (Tier 1 or Tier 2) or desktop support. Experience with ServiceNow or similar ITSM tools. Prior DoD fuels management or operational experience. Knowledge of wholesale/retail fuels operations, FuelsManager Defense, Inventory Management Interface, Enterprise Business Systems (EBS), External Enterprise Business Portal (EEBP), and DLA business process areas. Experience in fuels accounting ledger reconciliation, problem triaging, and DLA routing procedures. Prior customer support experience, particularly in a defense or energy environment.

Why Join Us:

This role offers the opportunity to apply technical expertise in a mission-critical environment, make independent decisions, and collaborate with a dedicated team supporting DoD energy operations. Your contributions will have a direct impact on operational efficiency, customer satisfaction, and mission success.