Application Support Specialist (Clearance Required)
ICF•Reston, VA
•Remote
About The Position
The Tier 3 Support Specialist provides advanced technical and operational support for mission‑critical systems. This role focuses on incident response, defect triage, and sustained operational support to ensure system availability, performance, and reliability. The ideal candidate brings hands‑on troubleshooting experience, strong analytical skills, and the ability to work effectively in a fast‑paced, operational environment.
Requirements
- Active Top Secret clearance, with SCI eligibility
- 1+ year of experience providing technical or operational support in a production environment
Nice To Haves
- Experience with incident management and defect triage
- Hands‑on experience using ServiceNow for ticketing and incident tracking
- Familiarity with monitoring and logging tools (e.g., application logs, system dashboards, alerting tools)
- Ability to troubleshoot complex issues across applications, services, and workflows
- Experience supporting SWFT and/or FTS systems
- Prior Tier 3 or escalation‑level support experience
- Exposure to ITIL‑based operational processes
- Experience supporting mission‑critical or high‑availability systems
- Strong written and verbal communication skills
- Ability to work independently and as part of a cross‑functional support team
Responsibilities
- Provide Tier 3 technical support for SWFT and FTS applications and services
- Lead and participate in incident response, including issue identification, root‑cause analysis, mitigation, and resolution
- Perform defect triage, analyzing reported issues, validating defects, and coordinating with development and engineering teams
- Monitor system health and performance using monitoring and logging tools
- Document incidents, resolutions, and troubleshooting steps in ServiceNow
- Support operational handoffs and escalations during extended support hours (0800–2000 ET)
- Collaborate with Tier 1 and Tier 2 teams to resolve complex issues and prevent recurring incidents
- Assist with operational readiness activities, maintenance events, and system updates
- Contribute to continuous improvement by identifying trends, risks, and process enhancements
Benefits
- ICF is an equal opportunity employer
- Reasonable Accommodations are available
- Transparency in Coverage Act
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
