Help Desk Specialist
The Opportunity:

As a professional, you know how to interface with internal and external customers and leadership to understand needs and gain insight on shared delivery performance. You will be providing Tier I and II support for Help Desk tickets from team members and mission partners within the response service level agreement, updating tickets daily with complete notes, and ensuring tickets are resolved to the customer's satisfaction before they are closed. You'll educate and provide policy guidance on all inquiries. Ready to build the future of shared delivery for the better?

What You'll Work On:

• Provide Tier I and II technical support in an around-the-clock environment, including after-hours support on holidays and weekends.
• Manage and resolve Help Desk tickets in a fast-paced setting, adhering to Service Level Agreement (SLA) guidelines.
• Monitor and address incidents reported by end-users, escalating to the appropriate teams or leadership as necessary.
• Collaborate closely with engineering and management teams while maintaining professional and clear communication.
• Identify and implement needed resolutions or workarounds for technical issues in a structured manner.
• Use tools like Jira and Confluence modules such as JSM, Core, and Software, for tracking incidents and documenting processes.
• Prepare thorough shift handover reports to ensure the seamless flow of operations between shifts.
• Adapt swiftly to evolving technologies and environments while adhering to security and organizational protocols.
• Work within classified facilities upon hiring, while maintaining compliance with DoD standards and security clearances.

Join us. The world can't wait.

You Have:

• Experience providing Help Desk support in a high-demand and fast-paced environment
• Experience tracking, analyzing, and resolving technical incidents systematically using industry-standard software
• Experience with ITIL processes and Agile workflows
• Knowledge of DoD-specific configurations and processes
• Ability to work a round-the-clock shift rotation
• Ability to work weekends, holidays, and up to 12 hours a day outside of normal work hours
• Ability to effectively transition duties during shift changes by providing detailed handover reports
• TS/SCI clearance
• HS diploma or GED

Nice If You Have:

• Experience with Jira and Confluence
• Experience with 24/7 shift work
• Knowledge of Azure, AWS, or cloud technologies
• Ability to learn emerging IT technologies
• Ability to independently manage multiple tasks
• Ability to pay strict attention to detail
• Possession of excellent organizational skills
• Possession of excellent written and verbal communication skills with professionalism in interactions across all organizational levels
• DoD 8570 IAM Level II 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 $52,900.00 to $108,000.00 (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 hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. 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.

Candidate AI Usage Policy

AI is a part of our daily work at Booz Allen, and we are committed to the responsible and ethical use of AI tools. However, we want to ensure a fair candidate process based on your own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) or other tools to assist with responses during interviews (whether in-person or virtual) is prohibited unless permission is explicitly provided.

Work Model
Our people-first culture prioritizes the benefits of collaboration, whether it occurs in person or virtually. To support engagement and effective communication, employees working virtually are generally expected to have their cameras on during meetings.

• Remote: If this position is listed as remote, there may still be occasions when you are required to work in person at a Booz Allen or customer facility.
• Hybrid: If this position is listed as hybrid, you will be expected to work from a Booz Allen facility frequently, in alignment with leadership expectations and the needs of the role. You may also be required to work from or visit a customer facility.
• Onsite: If this position is listed as onsite, work will primarily be performed at a Booz Allen office or customer facility, where employees will collaborate directly with colleagues and customers as required by the role.