Digital Support Specialist

Systems Planning and Analysis, Inc. (SPA) delivers high-impact, technical solutions to complex national security issues. With over 50 years of business expertise and consistent growth, we are known for continuous innovation for our government customers, in both the US and abroad. Our exceptionally talented team is highly collaborative in spirit and practice, producing Results that Matter. Come work with the best! We offer opportunity, unique challenges, and clear-sighted commitment to the mission. SPA: Objective. Responsive. Trusted.

The Joint, Office of the Secretary of Defense, Interagency Division (JOID) provides expert support services to a range of customers spanning across the Department of Defense, Federal Civilian, and international markets. JOID provides a diverse portfolio of analytical and programmatic capabilities to help our customers make informed decisions on their most challenging issues.

SPA's NATO Allied Command Transformation Group, within JOID, provides capability development, portfolio management, program management, quality management, cost estimation analysis, standardization, reporting, software solutions and information management, and capability management support. We also provide an improved capability requirements capture process, including the generation, documentation and tracing of user requirements, with appropriate technical scrutiny, over the entire lifecycle of the requirements from capability definition through capability realization and capability usage.

We have a near-term need for a Digital Support Specialist to provide remote support.

NATO ACT has adopted Agile DevSecOps principles, emphasizing rapid, iterative delivery cycles and user-driven development. Many capability development efforts are software-intensive, while others integrate hardware and software into larger systems and services. Modern continuous integration and delivery toolsets are applied to ensure transparency, traceability, and responsiveness, allowing solutions to be developed, fielded, and refined quickly while remaining aligned with operational requirements. The growing demand for digital solutions has led to an expanding backlog of projects requiring sustained contractor support. Contractors are embedded within ACT's cross-functional teams, working alongside staff in product-centric development efforts. These teams deliver Minimum Viable Products (MVPs) through rapid development cycles while simultaneously exploring emerging technologies that combine hardware and software integration. This dual-track approach ensures NATO can meet immediate operational needs while also experimenting withnovel solutions that strengthen long-term capabilities. To sustain and expand this capability, HQ SACT is seeking contractor support across multiple labor categories, including Solution Architects, DevSecOps Engineers, Full-Stack Developers, UI/UX Designers, Security Professionals, Acquisition and Contracting Specialists, Product Managers, Systems Engineers, Network Engineers, and Service Desk Operators. Contractors will be integrated into ACT teams under the guidance of the Contracting Officer's Technical Representative (COTR), working within an Agile DevSecOps framework to deliver user-centric, operationally relevant solutions at speed. The contractor may be required, at the direction of the COTR, to undertake official travel in support of ACT, both within and outside NATO boundaries, for a maximum of 30 days per year or as otherwise agreed.

The Digital Support Specialist will have the following specific tasks: support onboarding of users into applications, including account creation, permissions management, and initial troubleshooting. Provide first-line helpdesk support by email, phone, and ticketing systems, escalating issues to product or development teams when required. Review and assist in maintaining user documentation for applications, ensuring clarity and accuracy. Identify, document, and escalate bugs or recurring issues to the respective product team. Maintain knowledge entries in Information & Knowledge Management (IKM) tools, ensuring lessons learned and troubleshooting procedures are recorded and accessible. Monitor application performance and availability using existing tools, escalating incidents as necessary. Identify potential improvements to applications and provide user feedback to product and development teams. Deliver short training sessions, user guides, and onboarding material to support end users. Maintain an awareness of cybersecurity best practices and assist in preventing unauthorized access or data loss incidents. Perform additional tasks as required by the COTR related to application support.

Required:

• Citizen of a NATO member nation.
• 2 years of vocational training in IT, computer-related sciences, or related disciplines.
• 3+ years (within the last 6) providing helpdesk or end-user support, including account creation, troubleshooting, and user onboarding.
• Experience with helpdesk tracking/ticketing software (e.g., Jira, GitLab, ServiceNow, Remedy).
• Familiarity with Agile/DevSecOps practices and collaboration tools (e.g., Jira, Confluence, GitLab).
• Experience documenting solutions, FAQs, troubleshooting guides, and maintaining knowledge management entries (e.g., Confluence, IKM tools).
• Knowledge of data security principles and best practices relevant to end-user support.
• Experience with application monitoring and incident management (e.g., Nagios, Prometheus, Splunk, Grafana).
• Strong communication skills, with experience training or onboarding users and producing user-friendly documentation.
• Proven ability to work collaboratively in cross-functional and interdisciplinary teams (support, development, product).
• Fluent in English (Written and Oral).
• Proficiency in the use of the Microsoft Office tool suite and collaborative software.