User Support and Operations Specialist

Booz Allen Hamilton • San Diego, CA

18h • $77,600 - $176,000 • Onsite

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, resolving or escalating incidents to support a smooth user experience. Analyze, maintain, and review comprehensive documentation for troubleshooting procedures. Interact professionally with clients, demonstrate customer-service expertise, and maintain current technical expertise. Coordinate with network services, software systems engineering, and application development teams to restore services or identify and correct core problems. Escalate 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 classified-information access.
• 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 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.
• Analyze, maintain, and review documentation for troubleshooting procedures.
• Interact professionally with clients and provide customer service.
• Maintain current technical expertise.
• Coordinate with network services, software systems engineering, and application development to restore services or identify and correct core problems.
• Escalate complex problems to senior levels.
• Perform other duties as assigned.

Benefits

• Health, life, disability, 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