Defense Fuels Help Desk Analyst at LMK Recruiting Solutions in Chicago, Illinois, United States

Job description

• Defense Fuels Help Desk Analyst
• Location: On-site- Greater Chicago Area
• Job Type: Full-time
• Security Clearance: Ability to obtain/maintain Government IT Public Trust IT2 (U.S. Citizenship Required)
• Coverage: Rotational 24/7/365 shift coverage required (including evenings, weekends, and holidays)
• We are seeking a Defense Fuels Help Desk Analyst to provide Tier II technical support for FuelsManager® Defense (FMD) and DLA Enterprise Point of Sale (EPoS) software systems, serving as a technical resource for Department of Defense energy operations. Troubleshoot software and technical issues, create and maintain user accounts, develop and maintain technical documentation, collaborate with team members, and help ensure minimal downtime for end users across DLA Energy sites worldwide.
• The Defense Fuels Help Desk Analyst is a Tier II technical support specialist responsible for providing end-user support for FuelsManager® Defense (FMD) and DLA Energy's Enterprise Point of Sale (EPoS) systems. This role supports Department of Defense fuel operations at military bases, energy sites, and logistics hubs worldwide.
• The ideal candidate will possess strong help desk and software support skills. Operational knowledge of fuel management and defense energy operations is highly desirable. The analyst must exercise sound judgment and demonstrate strong problem-solving abilities. Responsibilities include independently troubleshooting technical issues, developing and maintaining technical documentation, and serving as a resource for energy-related programs and processes. This position is ideal for candidates with prior fuel or POL (Petroleum, Oil, and Lubricants) operations experience, military service, and Help Desk support experience. The Energy Help Desk operates 24x7x365. Candidates must be willing and able to work various shifts, including days, evenings, nights, weekends, and holidays, as required.

Responsibilities

• Tier II Technical Support
• Diagnose, troubleshoot, and resolve complex application failures and system errors for FuelsManager® Defense (FMD) and EPoS systems.
• Work independently to identify root causes and collaborate with product development, QA, and system admin teams for escalations.
• Ensure exceptional application uptime and provide timely, workflow-optimized technical solutions.
• Documentation & Knowledge Management
• Author and maintain technical solutions, workarounds, troubleshooting guides, and internal knowledge base articles.
• Track recurring issues to develop long-term preventative solutions and process improvements.
• Subject Matter Expertise & Collaboration
• Act as a SME on DoD fuel operations, DLA Energy business processes, and enterprise point-of-sale workflows.
• Advise and mentor team members, project managers, and DLA service representatives on application best practices.
• Participate in a 24/7/365 rotational shift schedule to ensure continuous support for global defense operations.

Requirements

• Citizenship: U.S. Citizenship is required. Must be eligible to obtain and maintain a Government IT Public Trust IT2 clearance.
• Certification: DoD 8570-01 IAT Level II Certification (e.g., Security+ CE) or equivalent DoD-approved certification.
• Education & Experience: Associate degree with 2+ years of relevant IT/technical support experience (equivalent hands-on experience will be considered in lieu of a degree).
• Technical Skills: Hands-on proficiency with Microsoft Operating Systems (Windows Server, Windows 10/11) and foundational networking knowledge.
• Availability: Firm willingness to participate in a 24/7/365 rotational coverage schedule (including weekends and holidays).
• Soft Skills: Strong analytical thinking, independent decision-making, and excellent written/verbal communication skills.
• Prior military experience or a background in fuel/POL operations.
• Hands-on experience with FuelsManager® Defense (FMD), DLA business systems, Inventory Management Interfaces, or energy sector software.
• Knowledge of wholesale/retail fuels operations, fuel accounting, and inventory reconciliation.
• Experience utilizing ServiceNow or similar IT Service Management (ITSM) ticketing platforms.
• Previous Tier 1 or Tier 2 desktop/help desk support experience in a defense or energy environment.

Skills

Required

• Tier II technical support
• Foundational networking knowledge
• Strong analytical thinking
• Independent decision-making