End User Support Specialist

Who We Are

Oasys International LLC (Oasys) is a fast-growing federal government contractor delivering high-quality technology consulting and professional services to civilian, defense, and homeland security agencies. We have been recognized on Inc. 5000's list of the fastest-growing companies in America for five consecutive years and named a Best Places to Work in Virginia for the past two years.

Our success is driven by a talented team of technologists, consultants, engineers, and subject‑matter experts who support complex federal missions with integrity and excellence. At Oasys, we foster a collaborative, merit‑based culture that values continuous learning, professional growth, and work‑life balance. We are committed to creating an inclusive, engaging environment where employees are recognized for their contributions and empowered to build meaningful, long‑term careers.

The End User Support Specialis t will support the Air Force Review Boards Agency (AFRBA) Case Management Tracking Analysis and Reporting System (CMTARS) Operations and Maintenance program. This role is responsible for providing technical support and troubleshooting assistance to users of the CMTARS system and associated Open Text platforms.

The End User Support Specialist will serve as the primary point of contact for user‑reported issues, assisting with incident triage, issue resolution, and system support. The position requires experience supporting Open Text products and enterprise applications in secure DoD environments, ensuring timely incident response and accurate tracking of user issues and system access.

NOTE:
This role is contingent on the contract being awarded.

• Serve as the primary point of contact for triaging and evaluating incoming incident reports related to the CMTARS system.
• Respond to requests for troubleshooting assistance via phone, email, or Microsoft Teams within 48 hours of request receipt.
• Provide technical support to users experiencing issues with Open Text‑based applications and system functionality.
• Troubleshoot and resolve application, system access, and user interface issues.
• Escalate complex issues to appropriate technical teams including system administrators or software developers as necessary.
• Track and report all incidents using the System Change Request and Issue Log Tracker (A005).
• Maintain detailed documentation of user support activities, issue resolution steps, and system incidents.
• Verify, monitor, and maintain the list of cleared users and associated system licenses (A006) to ensure appropriate access controls.
• Assist users with system navigation, troubleshooting, and general operational guidance.
• Coordinate with project teams to identify recurring issues and recommend improvements to system functionality and user experience.
• Support testing activities and validation of system changes from an end‑user perspective.
• All other duties as assigned by management.

• Experience supporting Open Text enterprise content management platforms.
• Strong troubleshooting and diagnostic skills related to enterprise applications and user environments.
• Ability to triage incidents, prioritize support requests, and track issues to resolution.
• Experience using incident tracking systems, ticketing systems, or issue tracking logs.
• Strong customer service and communication skills when assisting users with technical issues.
• Ability to clearly explain technical concepts to non‑technical users.
• Experience supporting applications within secure DoD or federal environments.
• Strong organizational skills with the ability to maintain accurate incident logs and user records.
• Ability to work collaboratively with system administrators, developers, and project management staff.

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field (or equivalent experience).
• Minimum five (5) years of experience supporting Open Text products and enterprise user support environments.
• Experience providing technical troubleshooting and application support in a federal or DoD environment.
• Experience managing and tracking system incidents using issue tracking tools or support logs.
• Experience maintaining system user lists, permissions, and license tracking.

• Security+ Certification (DoD 8570.01‑M compliance).
• Open Text Business Consultant Certification or demonstrated working knowledge of Open Text platforms.

• Active Secret Security Clearance issued by the U.S. Department of Defense.
• Clearance must be maintained throughout the duration of employment supporting the contract.

• Joint Base Andrews, MD

Oasys is proud to be an equal opportunity employer for all protected groups, including protected veterans and individuals with disabilities.