- Salary
- $90k – $152k
- Location
- Nationwide Remote Office (US99), United States of America
- Workplace
- Remote
- Type
- Full-time
- Department
- Customer Service
- Experience
- 1+ years
- Clearance
- Required
- Source
- Workday
Description
Position Overview
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
Assist with 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)
Ability to troubleshoot complex issues across applications, services, and workflows
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
ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO policy.
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 [email protected] 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.
At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process.
However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at [email protected]. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.
Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.
The pay range for this position based on full-time employment is:
$89,649.00 - $152,404.00Nationwide Remote Office (US99)
