Help Desk Specialist

About the Role

The Help Desk Specialist role at Booz Allen Hamilton is a customer-focused, problem-solving position within a dynamic, mission-critical environment. This role demands flexibility, overnight schedules, and a drive for excellence, providing effective, efficient, timely, and valuable support to internal and external mission partners.

Key Responsibilities

• 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 such as 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.
• Interface with internal and external customers and leadership to understand needs and gain insight on shared delivery performance.
• Update tickets daily with complete notes, ensuring tickets are resolved to the customer’s satisfaction before they are closed.
• Educate and provide policy guidance on all inquiries.

Requirements & Tech Stack

• 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 to 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.
• IAM Level II DoD 8570 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

• Projected compensation range: $52,900.00 to $108,000.00 (annualized USD).