Customer Support Services Analyst

Customer Support Services Analyst

Key Role: 

Perform real-time monitoring and maintenance operations of network devices, server assets, mission critical systems, enterprise services, and networking infrastructure across multiple physical sites on disparate networks. Serve as Tier I support to escalate and resolve technical issues on operational network environments. Support the operation and maintenance of critical Windows and Linux systems to maintain operational availability and an excellent security posture through system configuration and patching or STIGs maintenance. Log and track all work products in ticketing systems, recording applied diagnostic techniques used to complete the tasks, and develop and maintain comprehensive documentation for all troubleshooting procedures, patching plans, and required fix actions. Perform in an alternate work week schedule to provide support for all outages on weekends and be the first point of contact during any weekend support operation. 

Basic Qualifications: 

• Experience with monitoring solutions, including SolarWinds, Infoblox, Splunk, or Cisco ISE 
• Experience with troubleshooting and break or fix repairs with IT assets, including desktops, laptops, printers, or accessories 
• Experience with ticketing systems, including ServiceNow, BMC Remedy, or Jira 
• Knowledge of Windows 10 or Windows 11 Operating System and Active Directory 
• Ability to work a modified shift schedule, including occasional holidays and weekends 
• Ability to extract and document user requirements 
• TS/SCI clearance 
• HS diploma or GED 
• IAT Level II Certification 

Additional Qualifications: 

• Knowledge of DHCP, switches, and networking 
• Ability to manage projects and multitask 
• Ability to work in a high-paced environment 
• Possession of excellent written and verbal communication skills 
• Bachelor’s degree  
• CISSP, CAP, or ITIL v4 Certification 

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 our 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 $60,400.00 to $137,000.00 (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 application process, 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.

Work Model
Our people-first culture prioritizes the benefits of flexibility and collaboration, whether that happens in person or remotely.

• If this position is listed as remote or hybrid, you’ll periodically work from a Booz Allen or client site facility.
• If this position is listed as onsite, you’ll work with colleagues and clients in person, as needed for the specific 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.