Help Desk Specialist

The Opportunity Are you a dedicated, adaptable professional passionate about solving technical challenges in a fast‑paced, mission‑critical environment? Do you thrive in a dynamic team setting and have the expertise to provide effective, efficient, timely, and valuable support for internal and external mission partners? We’re looking for a customer‑focused, problem‑solving guru with the skills and certifications to manage dynamic workloads while delivering exceptional support to our mission partners. This role requires flexibility, overnight schedules, technical competence, and a relentless drive for excellence. If this sounds like you, join our team as a round‑the‑clock Help Desk Engineer. As a professional, you will interface with internal and external customers and leadership to understand needs and gain insight on shared delivery performance. You will provide 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. 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 such as Jira and Confluence modules (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. 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. Attention to detail. Excellent organizational skills. 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 The projected compensation range for this position is $52,900.00 to $108,000.00 (annualized USD). This estimate represents the typical salary range for this position and is one component of Booz Allen’s total compensation package for employees. The posting will close within 90 days from the Posting Date. Commitment to Non-Discrimination All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran, or any other status protected by applicable federal, state, local, or international law. #J-18808-Ljbffr