Operational Support Analyst

We are seeking an Operational Support Analyst to join our team. Working at NT Concepts means that you are part of an innovative, agile company dedicated to solving the most critical challenges in National Security. We’re looking for the best and the brightest to join us in supporting this mission. If meaningful work, initiative, creativity, and continuous self-improvement are important to your career, join our growing team and discover What's Next for you!

Mission Focus: NT Concepts is seeking an Operational Support Analyst to support the Department of War (DoW) enterprise Military Housing (eMH) system from the European Support Office in Germany. In this role, you will provide day-to-day operational support during European business hours to military housing professionals, installation housing managers, and regional housing leadership. You will help maintain continuity of support across global teams operating across regions and time zones while delivering responsive assistance for users of the eMH platform and associated public-facing tools.

This role supports a broad range of military housing business areas, including Family Housing, Unaccompanied Housing, Community Referral, Furnishings, maintenance, leasing, reporting-related user activities, account/access management, and public-facing websites such as Homes.mil, HEAT, HMRS, and DHFS. The position also includes regular on-site support visits to military housing offices and performance of both remote and in-person training.

Clearance: Active Secret Clearance

Location/Flexibility: Heidelberg, Germany with flex-time (home office versus in-office).

Responsibilities: 

• Serve as a regional operational support resource for the DoW enterprise Military Housing (eMH) system within the European Support Office in Germany.
• Answer emails and user calls and provide timely support to military housing professionals during European business hours (0700-1300 CEST).
• Coordinate support tickets and assist with issue resolution for routine system, process, and user-access matters.
• Work independently on routine issues and escalate complex issues through Support Office leadership.
• Provide remote support for eMH users and maintain continuity with global teams across regions and time zones.
• Conduct scheduled on-site support visits to military housing offices in support of user engagement, troubleshooting, and operational assistance.  The on-site support visits generally last 3-5 calendar days and are not limited to the European area of operation (AOR).  Travel to the US and the Asia/Pacific AORs is also possible.
• Deliver both standardized training and tailored troubleshooting/coaching to users through remote and in-person sessions.
• Create training reports and provide related support documentation as required in support of on-site/remote training events
• Support user account management activities, including activating accounts, validating access requests, troubleshooting login/access issues, and coordinating account approvals.
• Respond to user questions during system outages and service disruptions.
• Support daily operations across eMH functional areas, including Family Housing, Unaccompanied Housing, Community Referral, Furnishings, maintenance, leasing, and associated public-facing tools and workflows.
• Provide responsive support for leadership requests related to operational activities within the regional support environment.

Qualifications: 

• Education: Bachelor’s degree.
• Experience: Minimum of 10 years of relevant experience.
• Certifications: Active CompTIA Security+ or equivalent DoDD 8140-compliant certification (or ability to obtain).
• 10 years of relevant professional experience in operational support-related fields, such as operations research and analysis, user support, program/project management, customer relationship management, logistics.
• Experience providing end-user support in an operational support, service desk, or help desk environment.
• Experience delivering training in both one-on-one and group settings.
• Demonstrated troubleshooting and problem-solving skills in a user support environment.
• Ability to explain system functions, workflows, and business processes clearly to non-technical users.
• Demonstrated ability to work independently and learn the eMH system quickly and efficiently.
• Ability to manage multiple tasks and competing priorities in a fast-paced operational setting.
• Strong interpersonal skills and ability to work effectively with military housing professionals and leadership.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Office, especially Outlook, Teams, Word, and Excel.
• Experience creating training materials, user guides, job aids, or training reports.
• Excellent time management and organizational skills
• Work/Residency Permit for Germany or ability to acquire one

Preferred Qualifications:

• Experience with Enterprise Military Housing (eMH)
• A strong background in Family and Unaccompanied Military Housing.
• Knowledge of DoW housing requirements and industry-specific software tools.

Physical Requirements: 

• Ability to sit for extended periods while working at a computer.
• Ability to stand for extended periods during travel and training sessions.
• Ability to occasionally lift up to 40 pounds.