About the team
USATII develops and deploys enterprise software for organizations managing complex, mission-critical operations. Our teams work directly with customers to implement integrated systems and remain responsible for the customer experience throughout production operations.
Our Federal Customer Operations team provides technical support, user enablement, application administration, incident coordination, and operational feedback management for government software deployments.
DART is USATII's deployment and workforce management platform. It supports personnel qualifications, professional development, training, incident staffing, deployment operations, resource accountability, communications, and reporting.
We are developing a federal application support function that connects users directly with the engineers and technical specialists responsible for the systems they use.
About the role
USATII is seeking Federal Service Desk / Application Support Specialists to provide technical application support, incident intake, user administration assistance, and operational troubleshooting for DART.
An initial area of focus is the potential modernization of FEMA's legacy Deployment Tracking System. The proposed implementation would introduce DART to government personnel with different operational responsibilities, technical backgrounds, and levels of system access.
You will serve as a primary contact for authorized government users experiencing technical difficulties, requesting application assistance, reporting defects, or seeking clarification about DART's functionality.
You will be expected to understand the platform's operational workflows in sufficient detail to distinguish user errors, incomplete records, incorrect permissions, application defects, integration failures, and incidents requiring engineering intervention.
DART's proposed production support model includes routine administration and user support Monday through Friday, 8:00 a.m.–6:00 p.m. Eastern Time, together with separately staffed 24/7 technical escalation for Priority 1 and Priority 2 incidents.
You will help operate this support model, maintain accurate service records, route critical incidents to the appropriate engineering personnel, and communicate clearly with affected government users.
This is a technically engaged customer operations role. You will have access to approved diagnostic and administrative tools, collaborate directly with software engineers, and contribute to improvements that reduce recurring support needs.
You will work closely with the Federal Technical Program Manager, Site Reliability Engineers, Forward Deployed Software Engineers, cybersecurity personnel, and Deployment Strategist / Training Lead.
In this role, you will:
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Provide authorized government users with technical assistance for DART's personnel management, qualifications, training, workforce readiness, incident staffing, deployment tracking, equipment management, and reporting workflows.
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Receive, document, classify, prioritize, and track service requests, application defects, user access issues, operational questions, and production incidents through an approved service management system.
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Investigate support requests by examining reported application behavior, permitted diagnostic information, workflow status, error messages, audit records, and relevant system documentation.
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Help users resolve common problems involving authentication, account activation, navigation, data entry, application permissions, workflow completion, and approved administrative procedures.
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Support account onboarding and access administration by coordinating with designated government authorities, verifying required approvals, and following established identity and privilege management procedures.
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Assist personnel with qualification and Position Task Book workflows, including understanding required evidence, review status, missing prerequisites, assignment visibility, and applicable system procedures.
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Support incident staffing and deployment users with approved application operations involving personnel availability, staffing requests, assignment status, notifications, deployment updates, and operational reporting.
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Help training administrators and end users navigate course enrollment, training records, certification visibility, prerequisite requirements, and related learning workflows.
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Support application users working with equipment records, organizational assignments, data imports, search tools, and configurable administrative interfaces.
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Troubleshoot reporting and data-display issues by validating user permissions, report filters, record dates, available data, and known source-system synchronization conditions.
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Distinguish problems that can be resolved through approved user guidance or administration from defects, data-quality incidents, access-control problems, and system failures requiring specialist investigation.
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Escalate application defects and technical incidents to Forward Deployed Software Engineers, Integration Engineers, Site Reliability Engineers, or cybersecurity specialists according to documented procedures.
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Participate in priority-based incident management by ensuring accurate issue classification, timely escalation, affected-user communication, and consistent status updates.
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Maintain awareness of the proposed DART incident service levels and help the support organization track acknowledgment, triage, escalation, and resolution performance.
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Work with Site Reliability Engineers during serious production incidents by consolidating user reports, communicating approved workarounds, tracking affected workflows, and documenting service restoration.
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Maintain accurate service records including ticket history, incident severity, affected users or organizations, troubleshooting actions, technical escalation, resolution, and user confirmation.
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Identify recurring issues involving permissions, incomplete user guidance, training deficiencies, workflow design, application defects, or integration reliability.
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Collaborate with the Deployment Strategist / Training Lead to maintain role-specific documentation, frequently asked questions, troubleshooting guides, and self-service learning resources.
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Improve DART's existing in-application support capabilities, including searchable help documentation, support request workflows, contextual guidance, and user-facing resolution records.
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Contribute to application testing and release validation by reporting recurring defects, verifying corrections, and confirming that documented workarounds remain accurate after software updates.
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Support new organizational rollout waves by assisting with user onboarding, application orientation, operational exercises, and heightened support demand during transition periods.
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Produce periodic service reports describing request volumes, incident classifications, response performance, unresolved issues, recurring problems, and opportunities for product improvement.
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Follow approved privacy, information security, and access-control procedures when handling personnel records, government information, technical diagnostics, and customer communications.
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Maintain clear responsibility boundaries so that support personnel do not independently change authoritative qualification, deployment, personnel, or security decisions without required authorization.
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Help establish reusable federal customer support processes that can scale as USATII expands its government software operations.
You might thrive in this role if you:
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Have 3+ years of experience providing enterprise application support, technical customer support, service desk operations, or software implementation assistance.
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Have supported complex business applications involving multiple user roles, permissions, approval workflows, records management, or operational processes.
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Are comfortable investigating software issues using application logs, diagnostic tools, API responses, database queries where authorized, and structured troubleshooting procedures.
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Understand basic web application concepts, including authentication, sessions, APIs, databases, browser behavior, and common connectivity problems.
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Have experience with service management platforms such as ServiceNow, Jira Service Management, Zendesk, or comparable tools.
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Understand incident classification, ticket prioritization, service-level objectives, escalation procedures, and customer communication during technical disruptions.
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Can distinguish a product defect from incorrect application configuration, missing information, an access restriction, or a misunderstood workflow.
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Have experience supporting account administration, access requests, multifactor authentication, and permission-related user issues.
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Can explain complicated software procedures clearly to users without extensive technical backgrounds.
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Are comfortable interacting with customers under time-sensitive conditions and can communicate professionally when a system is unavailable or affecting operational work.
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Have demonstrated the ability to maintain detailed incident documentation and accurate records of troubleshooting activity.
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Can collaborate effectively with software engineers, infrastructure teams, cybersecurity personnel, and customer program managers.
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Understand the importance of safeguarding sensitive information and following formal access and operational approval processes.
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Can identify recurring customer problems and contribute to documentation, training, automation, or product improvements that reduce support demand.
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Are willing to develop detailed knowledge of DART's qualification, training, staffing, deployment, and reporting workflows.
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Hold a degree in information technology, computer science, information systems, or a related discipline, or have equivalent professional experience.
Experience providing technical support to federal agencies, emergency management organizations, regulated enterprises, or large distributed workforces is particularly valuable.
Familiarity with ITIL incident management practices, government information security requirements, enterprise identity management, or Section 508 accessibility is beneficial.
Prior federal contracting experience is not required for every candidate. We value technical curiosity, disciplined problem-solving, customer accountability, and demonstrated ability to support complex production software.
About USATII
USATII is a U.S.-based enterprise software engineering company focused on designing, building, and deploying operational software and private AI systems.
We work directly with organizations to understand complex business processes, develop integrated technology solutions, and support those systems throughout their operational lifecycle.
Our approach emphasizes technical ownership, direct collaboration between engineers and customers, configurable enterprise architectures, and software that organizations can control and sustain over the long term.
USATII is privately held and operates from Rochester, New York, serving commercial and prospective public-sector customers.
USATII is an equal opportunity employer and considers qualified applicants without regard to legally protected characteristics. Reasonable accommodations are available during the application process.
Compensation
The proposed base salary for this position is $120,000 annually.
Additional compensation, employee benefits, and employment terms will be determined through an approved employment offer.
The anticipated support organization will provide routine user assistance during designated weekday coverage hours and coordinate critical incident escalation with the separately scheduled technical on-call team.
Full-time employment is contingent upon contract award, approved funding, and final staffing requirements.
Any customer-specific suitability, security-clearance, or work-location requirements will be communicated once established.