User Support and Operations Specialist

Booz Allen Hamilton•San Diego, CA

3d•$77,600 - $176,000

About The Position

Provide end-user support for a critical system under general supervision. Administer user accounts and provide Tier 1 and Tier 2 support for client or server applications or hardware. Troubleshoot user problems, resolve operating difficulties, and recommend system modifications to reduce user complications. Monitor administration and maintenance operations, and resolve or escalate incidents to support a smooth user experience. Analyze, maintain, and review comprehensive troubleshooting documentation. Interact professionally with clients, demonstrate customer-service expertise, and keep technical expertise current. Work with network services, software systems engineering, and applications development to restore services or identify and correct core problems. Escalate complex problems to senior levels and perform other assigned duties. Applicants must have a TS/SCI clearance and meet eligibility requirements for access to classified information. The position offers a projected annualized salary range of $77,600 to $176,000. Booz Allen describes benefits including health, life, disability, financial and retirement benefits, paid leave, professional development, tuition assistance, work-life programs, dependent care, and recognition awards. Eligibility for benefit programs depends in part on working at least 20 hours per week on a regular basis.

Requirements

Experience providing Tier 1 and Tier 2 support.
Experience in application support and technical operations.
Experience in network and application monitoring and alarm systems.
Knowledge of infrastructure and digital platforms.
TS/SCI clearance; applicants must meet eligibility requirements for access to classified information.
High school diploma or GED.
IAT Level I or II certification, or Security+ certification.

Nice To Haves

Oral and written communication skills.

Responsibilities

Provide end-user support for a critical system.
Administer accounts and provide Tier 1 and Tier 2 support for client or server applications or hardware.
Troubleshoot user problems and resolve operating difficulties.
Recommend system modifications to reduce user complications.
Monitor administration and maintenance operations.
Resolve or escalate incidents to support a smooth user experience.
Analyze, maintain, and review documentation for troubleshooting procedures.
Interact professionally with clients and provide customer service.
Maintain current technical expertise.
Work with network services, software systems engineering, and applications development to restore services or identify and correct core problems.
Escalate complex problems to senior levels.
Perform other duties as assigned.