User Support and Operations Specialist

631 Booz Allen Hamilton_United States; San Diego (CA); Sur place; USD 78 000 - 176 000; Plein temps

Résumé du poste

Booz Allen is seeking an experienced User Support and Operations Specialist to provide Tier 1 and 2 end-user support for a critical system. You will handle account administration, troubleshoot user issues, and escalate complex problems while maintaining thorough documentation and collaborating with networks, systems engineering, and applications teams.

You will analyze incidents, monitor operations, and contribute to continuous improvement of support processes, ensuring a smooth user experience

Qualifications

• Experience providing Tier 1 and 2 support.
• Experience in application support and technical operations.
• Experience in network and application monitoring and alarm systems.
• Knowledge of infrastructure and digital platforms.
• HS diploma or GED; TS/SCI clearance is preferred.
• IAT Level I/II or Security+ certification is a plus.

Responsabilités

• Provide end-user support for a critical system.
• Provide account administration and Tier 1 and 2 support to end users.
• Troubleshoot user problems to resolve operating difficulties and recommend system modifications to reduce user complications.
• Monitor administration and maintenance operations and resolve or escalate incidents for smooth user experience.
• Analyze, maintain, and review documentation for troubleshooting procedures.
• Interact with network services, software systems engineering, and applications development to restore services and fix core problems.
• Escalate more complex problems to senior levels.

Connaissances

Tier 1/2 support

Application support

Network monitoring

Infrastructure knowledge

Communication skills

Formation

HS diploma or GED

TS/SCI clearance

IAT Level I/II or Security+

Description du poste

User Support and Operations Specialist

The Opportunity:

Provide end-user support for a critical system. Work under general supervision and provide account administration and Tier 1 and 2 support to end users for either client or server applications or hardware. Troubleshoot user problems to resolve operating difficulties and recommend system modifications to reduce user complications. Monitor administration and maintenance operations and resolve or escalation incidents for smooth user experience. Analyze, maintain, and review comprehensive documentation for all troubleshooting procedures, interact professionally with clients and exhibit expertise in customer service, and maintain currency of technical expertise. Interact with network services, software systems engineering, and applications development to restore services or identifies and corrects core problems. Escalate more complex problems to senior levels, and perform other duties, as assigned.

You Have:

• Experience providing Tier 1 and 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
• HS diploma or GED
• IAT Level I or II or Security+ Certification

Nice If You Have:

• Possession of oral and written communication skills
• Clearance: Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; TS/SCI clearance is required.

Compensation

At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen’s benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. We encourage you to learn more about your total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page. Salary at Booz Allen is determined by various factors, including but not limited to location, the individual’s particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is $77,600.00 to $176,000.00 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of Booz Allen’s total compensation package for employees. This posting will close within 90 days from the Posting Date.

Identity Statement

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.

Candidate AI Usage Policy

AI is a part of our daily work at Booz Allen, and we are committed to the responsible and ethical use of AI tools. However, we want to ensure a fair candidate process based on your own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) or other tools to assist with responses during interviews (whether in-person or virtual) is prohibited unless permission is explicitly provided.

Work Model

Our people-first culture prioritizes the benefits of collaboration. To support engagement and effective communication, employees working virtually are generally expected to have their cameras on during meetings.

• Remote: If this position is listed as remote, there may still be occasions when you are required to work in person at a Booz Allen or customer facility.
• Hybrid: If this position is listed as hybrid, you will be expected to work from Booz Allen or customer facility, in alignment with your leadership’s expectations and the needs of the role.
• Onsite: If this position is listed as onsite, work will primarily be performed full-time at a customer facility, where employees will collaborate directly with colleagues and customers as required by the role.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local, or international law.

About Booz Allen

Booz Allen is an advanced technology company. We build commercial-grade products and solutions for America’s most critical defense, civil, and national security priorities.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local, or international law.

Know Your Rights Poster Accommodations

Applicants who need a reasonable accommodation for any part of the application, hiring, or employment process because of a disability, a sincerely held religious belief, practice, or observance, or as otherwise required by applicable law should contact the Booz Allen Help Desk by calling 1-877-927-8278 or sending an email to [e-mail]. We will review requests on an individualized basis and provide reasonable accommodations consistent with applicable law.

Data Privacy

For more information on how Booz Allen uses your information, please see our Careers Privacy Policy.