Information Technology Support Specialist

The Opportunity:

In ourGlobal Defense Sector, we help power the mission of theDepartment 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.

You Have:

• 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 If You Have:

• 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

Clearance:

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; Secret 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 our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page.

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, whether it occurs in person or virtually. 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 a Booz Allen facility frequently, in alignment with leadership expectations and the needs of the role. You may also be required to work from or visit a customer facility.

• Onsite: If this position is listed as onsite, work will primarily be performed at a Booz Allen office or 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.