This site uses cookies. To find out more, see our Cookies Policy

Customer Support, Lead in Washington, DC at Booz Allen Hamilton Inc.

Date Posted: 1/3/2019

Job Snapshot

Job Description

Job Number: R0037266

Customer Support, Lead

Key Role:

Maintain responsibility for applying a broad base of IT knowledge and subject matter expertise to identify, recommend, and apply solutions properly, implement products, and deploy baselines and services. Perform Tier I problem resolution services, combining expertise with the latest technologies available to proactively avoid issues and restore degraded IT systems quickly and effectively. Participate in systems engineering planning activities and provide feedback to both short- and long-range planning activities to enhance performance and improve efficiency. Provide emerging communications, IT engineering support, and technical solutions to improve overall service delivery, including customer support, Cybersecurity, network, services, and proactive system support. Provide design and engineering support for new network and system implementations and upgrades, including hardware, software, projection systems, multimedia, video switching hardware, video teleconferencing, and other systems to meet project requirements. Support the customer’s efforts to share and distribute information by electronic means. Engineer, install, operate, and maintain test labs and C4I networks and systems and provide effective technical solutions to complex problems, including Tier III troubleshooting of incidents or problems, when requested.

Basic Qualifications:

-5+ years of experience with leading investigations and analysis response activities

-Secret clearance

-BA or BS degree

-Security+ Certification

Additional Qualifications:

-Experience with customer support and leading support for enterprise user service and help desk management

-Experience in customer support and working with Directory Services, PKI, Single Sign On (SSO), Client and Server Operating Systems, Microsoft Windows, UNIX, Linux, RedHat, CITRIX, Aquifer, MS Exchange, Project Sever, or MS BackOffice Products

-Experience in customer support and working with Multimedia Platforms, including Video Conferencing/Teleconferencing, CODEC, Cisco, Tanberg, Polycom, Telepresence, Displays, Lifesize, Digital Signage Service (DSS), Internet Protocol TV, and Application Space (AppSpace)

-Experience in customer support and working with telecommunications platforms, including Avaya/Avaya Communications Service (ACU), Cisco, Voice over IP (VOIP), Cisco Call Manager, encryption devices, PSTN, DSN, or ISDN or Unified Communication Engineering, including Exchange, LYNC, Blackberry, Apple IPad, SMEPED, Mobile Devices, iPhone, or other IOS devices and vendors

-Ability to prioritize and handle multiple projects

-Possession of excellent oral and written communication skills

-BA or BS degree in IT or a related field 


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.

We’re an EOE that empowers our people—no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status—to fearlessly drive change.

Your Career is Waiting.

Get job alerts. Learn about new work and upcoming events. Share open roles with friends and colleagues.
Our Talent Network is your opportunity hub.

Get Answers and Access.

Need more information? Find it in our FAQs.

Application already in-process? Log in to keep going.