Systems Engineer- ITS/DMM Support

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

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As the ITS/DMM Systems Engineer, you will act as a model of customer service excellence to all organizational staff members in the ITS/DMM System Support task area as part of DISA’s C4E J6 Service Delivery contract.You will be responsible for providing advanced systems and application support, operational readiness, and cybersecurity compliance support for the Integrated Tracking System (ITS) and Digital Mail Modernization (DMM) environment supporting the Pentagon and National Capital Region (NCR). This role supports mission-critical systems used to track vehicles, people, packages, and mail entering the Pentagon and operates in a secure DoD environment.

Responsibilities:

System & Application Support

• Provide Tier III technical support for ITS, DMM, BearTracks, and WebDOX applications.

• Support front-end application troubleshooting by analyzing HTML, CSS, and JavaScript components impacting user interface behavior.

• Support application-level troubleshooting for Java/J2EE–based enterprise systems, assisting with issue analysis and coordination with vendor engineering teams.

• Troubleshoot complex system, application, and integration issues escalated from Tier 1 and Tier 2 support teams.
• Perform backend system administration including application configuration, patching, upgrades, and troubleshooting in classified and unclassified environments.
• Support server and application integration, ensuring reliable communication between ITS/DMM components and dependent systems.
• Coordinate with Bear River Associates engineering and DevOps teams to support deployment of proprietary software updates and resolve advanced application issues.
• Coordinate with subcontractor vendors to ensure hardware and software systems remain operational, minimizing downtime and maintaining service continuity.

System Monitoring & Operational Readiness

• Monitor system health, performance metrics, logs, and alerts to ensure continuous operational readiness.
• Conduct routine system health checks and proactively identify potential issues before user impact occurs.
• Support continuity of operations for mission critical ITS/DMM services with minimal tolerance for downtime.

Cybersecurity & ATO Support

• Support Authority to Operate (ATO) sustainment activities in accordance with DoD RMF requirements.
• Perform DISA STIG reviews and remediation to maintain compliance with DoD cybersecurity policies.
• Support POA&M development, tracking, and remediation, coordinating with Government security personnel and engineering teams.
• Provide technical input and artifacts to support audits, security reviews, and annual ATO assessments.
• Assist with vulnerability analysis and remediation activities identified through security scans and assessments.

Data & Technical Support

• Provide SQL Server and data-level troubleshooting support, including performance monitoring and data integrity validation.
• Support data imports, exports, reconciliation, and validation activities to ensure accurate system operation and reporting.

Collaboration & Documentation

• Collaborate with Empower AI Project Management, Customer Support Engineer and Bear River Engineering personnel  and DISA/JSP stakeholders to ensure coordinated service delivery.
• Document system configurations, changes, troubleshooting procedures, and technical SOPs.
• Maintain audit-ready technical documentation and contribute to the ITS/DMM technical knowledge base.

Requirements

• Shall possess, at time of award, an Active Top Secret security clearance.
• Provide systems engineering support aligned to Task Area 1 – ITS/DMM System Support.
• Support backend system administration, monitoring, patching, and configuration management activities.
• Support cybersecurity compliance and ATO sustainment efforts.

Core Competencies:

• Strong customer service orientation
• Proven analytical and problem-solving abilities
• Ability to prioritize and execute tasks in a high-pressure, mission-critical environment
• Strong written, oral, and interpersonal communication skills
• Ability to present technical concepts in business- and user-friendly language
• Highly self-motivated with keen attention to detail
• Team-oriented and effective in collaborative environments

Requirements:

Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, or a related discipline, or equivalent experience in lieu of education.

Required Experience:

• 10 or more years of professional experience supporting systems engineering, system administration or Tier III IT support roles.
• Experience supporting DoD, DISA, or J6 customers is strongly preferred.
• Experience with PowerShell and Python for scripting, automation, and operational support.

Certifications:

• CASP+ (DoD 8570 / 8140–Compliant)

Preferred Certifications:

• Microsoft Certified Systems Engineer (MCSE) / Microsoft Certified Technology Specialist (MCTS)

Physical Requirements:

This position requires the ability to perform the following essential functions:

• Sit for extended periods
• Stand for extended periods
• Ambulate throughout office and operational spaces
• Stoop, kneel, crouch, or crawl as required
• Repeatedly lift and carry weights up to 50 pounds

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.