Application Support Specialist (Clearance Required)

Description

The Tier 3 Support Specialist provides advanced technical and operational support for mission-critical systems. This role focuses on incident response, defect triage, and sustained operational support to ensure system availability, performance, and reliability. The ideal candidate brings hands-on troubleshooting experience, strong analytical skills, and the ability to work effectively in a fast-paced, operational environment.

Key Responsibilities

• Provide Tier 3 technical support for SWFT and FTS applications and services
• Lead and participate in incident response, including issue identification, root-cause analysis, mitigation, and resolution
• Perform defect triage, analyzing reported issues, validating defects, and coordinating with development and engineering teams
• Monitor system health and performance using monitoring and logging tools
• Document incidents, resolutions, and troubleshooting steps in ServiceNow
• Support operational handoffs and escalations during extended support hours (0800–2000 ET)
• Collaborate with Tier 1 and Tier 2 teams to resolve complex issues and prevent recurring incidents
• Aid in operational readiness activities, maintenance events, and system updates
• Contribute to continuous improvement by identifying trends, risks, and process enhancements

Required Qualifications

• Active Top Secret clearance, with SCI eligibility
• 1+ year of experience providing technical or operational support in a production environment

Preferred Qualifications

• Experience with incident management and defect triage
• Hands-on experience using ServiceNow for ticketing and incident tracking
• Familiarity with monitoring and logging tools (e.g., application logs, system dashboards, alerting tools)
• Experience supporting SWFT and/or FTS systems
• Prior Tier 3 or escalation-level support experience
• Exposure to ITIL-based operational processes
• Experience supporting mission-critical or high-availability systems

Professional Skills

• Strong written and verbal communication skills
• Ability to work independently and as part of a cross-functional support team

Working at ICF

Ideal for candidates with arrest and conviction records. ICF is an equal opportunity employer. We will consider for employment qualified applicants with arrest and conviction records. Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email Candidateaccommodation@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more about workplace discrimination rights or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.

Pay Range

The pay range for this position based on full-time employment is: $89,649.00 - $152,404.00 Nationwide Remote Office (US99)