User Support and Operations Specialist

Booz Allen Hamilton • San Diego, CA

4d • $77,600 - $176,000

About The Position

Provide end-user support for a critical system under general supervision. Administer accounts and deliver Tier 1 and Tier 2 support for client or server applications and 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. Coordinate with network services, software systems engineering, and applications development to restore services or identify and correct core problems. Escalate more complex problems to senior levels and perform other duties as assigned.

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 are subject to a security investigation and may need to meet eligibility requirements for access to classified information.
• High school diploma or GED.
• IAT Level I or II or Security+ certification.

Nice To Haves

• Oral and written communication skills.

Responsibilities

• Provide account administration and Tier 1 and Tier 2 end-user 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; resolve or escalate incidents.
• 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.

Benefits

• Health, life, and disability benefits.
• Financial and retirement benefits.
• Paid leave.
• Professional development.
• Tuition assistance.
• Work-life programs.
• Dependent care.
• Recognition awards for exceptional performance and demonstration of company values.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED