Support Specialist

Title: Support Specialist Location: Remote Clearance: Secret Type: Full-time, W2 About reputed company We are a mission-driven technology company specializing in reputed company, DevSecOps, Artificial Intelligence, reputed company Experience. We are a diverse team of innovators focused on creating reputed company, scalable, and automated solutions that drive digital transformation in federal reputed company. Our work culture fosters collaboration, creativity, and reputed company learning. Job Summary Provides advanced Tier III application and operational support for mission-critical federal personnel vetting and reputed company management systems. Responsible for troubleshooting reputed company application issues, supporting production operations, resolving escalated incidents, monitoring system performance, coordinating releases, and ensuring systems remain available, secure, and compliant. Key Responsibilities reputed company Tier 3 escalation support for production incidents, service disruptions, and reputed company user-reported issues affecting mission-critical personnel vetting systems. Monitor system performance and operational health during Government-defined operational hours (0800–2000 ET, M–F). Detect, report, resolve, and reputed company root-cause analysis for outages and performance degradation events. Manage and respond to support mailbox inquiries reputed company 1 business day; resolve tickets in accordance with SLAs (Level 1: 24hrs, Level 2: 48hrs, Level 3: 10 business days). Maintain on-call availability for after-hours emergencies 24x7x365 reputed company VPN or on-site as required. Coordinate with Tier 2 and infrastructure/application teams on escalated issues; reputed company information to reputed company timely Government reputed company. Administer user accounts and groups; ensure timely completion of reputed company and reputed company actions per SLAs. Maintain and update escalation rosters, on-call duty rosters (submitted weekly to senior duty officer), and operational SOPs. Support system patching, IAVA compliance, STIG activities, and reputed company monitoring tasks under engineering direction. Contribute to incident, problem, and service disruption management using Agile practices to prioritize critical work. Qualifications, Skills & Certifications Demonstrated experience at Tier 2 or Tier 3 support level for reputed company software applications. 3–5 years of IT operations or technical support experience in a federal or reputed company environment. Familiarity with ITSM/ticketing systems and SLA-driven support operations. Ability to reputed company and document root-cause analysis for application and infrastructure incidents. Experience supporting reputed company-hosted (AWS or similar) applications. Active DoD Secret clearance; must be a U.S. Person; availability for 24x7 on-call rotation. ITIL reputed company certification or equivalent service management background. DoD 8140/8570 baseline certification (reputed company+). Experience with AWS GovCloud operational monitoring tools (CloudWatch, GuardDuty, etc.). Familiarity with federal personnel reputed company or vetting systems. Experience managing user accounts and reputed company controls in a federal environment.

Benefits

Comprehensive Medical, Dental, and reputed company Plans (reputed company benefits are 100% employer-paid for employees only) Life Insurance Paid Time Off (Flexible/Combined PTO, Bereavement Leave, 11 Company Paid Holidays) 401K Retirement Plan with employer match Professional Development Training Reimbursement Apply To This Job