Information Technology Support Specialist

Booz Allen Hamilton•Arlington, VA

1d•Onsite

About The Position

In our Global Defense Sector, we help power the mission of the Department of War by delivering trusted technology support where reliability and speed matter most. We are seeking a customer service driven person to provide Tier 1 support for users across the platform and play a critical role in keeping mission operations moving. As part of a high-visibility support function, you will engage directly with a dynamic community of more than 100,000 users, stakeholders, and clients. You will own incidents and service requests from intake through resolution, implement effective solutions, and escalate when required to ensure timely outcomes. Working within SOPs, SLAs, and ITSM best practices, you will resolve both routine requests and more complex user challenges while serving as a key bridge between users and platform teams. This is a shift-based role in the National Capital Region (NCR), with onsite support up to five days per week and potential evening or weekend coverage. If you are energized by fast-paced environments, motivated by mission impact, and committed to exceptional customer support, this is your chance to make a meaningful difference every day. Join us. The world can't wait.

Requirements

5+ years of experience in a service desk, help desk, or technical support role supporting end users in an enterprise environment
Experience with an ITSM or ticketing platform such as ServiceNow, Jira Service Management, BMC Remedy, or Zendesk to log, categorize, track, and resolve incidents and service requests
Experience with identity and access administration such as Active Directory account unlocks, password resets, group membership changes, and basic provisioning and deprovisioning
Experience with remote support and screen-sharing tools to diagnose and resolve issues without on-site access
Knowledge of the full ticket lifecycle from creation through resolution, including triage, categorization, prioritization, and accurate documentation at each stage
Knowledge of escalation paths and when to route to Tier 2 and 3, vendors, or specialized teams while retaining ownership through to resolution
Knowledge of SLAs and SLOs, ticket priority and severity, and the metrics that measure performance including first contact resolution, mean time to resolve, CSAT, and backlog aging
Ability to follow and consistently apply documented SOPs, runbooks, and knowledge base articles to diagnose and resolve recurring issues
Secret clearance
Associate’s degree

Nice To Haves

Experience with Jira, including Jira Service Management or Desk
Experience with Active Directory, MS Office, SharePoint, and Confluence
Experience identifying recurring issues and contributing to knowledge base articles or workflow improvements that reduce ticket volume and improve self-service
Ability to solve complex and abstract problems
Possession of strong written and verbal communication across phone, chat, email, and self-service portal, with a professional and empathetic approach to a large, varied user base