Help Desk Specialist

Help Desk SpecialistRome, NY Top Secret/SCI Polygraph Unspecified Career Level not specified $52,900 - $108,000Job DescriptionJob Number: R0240247 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 demands flexibility, overnight schedules, technical competence, and a relentless drive for excellence. If this sounds like you, we want you to join our team as a round-the-clock Help Desk Engineer.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 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.You Have:Experience providing Help Desk support in a high-demand and fast-paced environmentExperience tracking, analyzing, and resolving technical incidents systematically using industry-standard softwareExperience with ITIL processes and Agile workflowsKnowledge of DoD-specific configurations and processesAbility to work a round-the-clock shift rotationAbility to work weekends, holidays, and up to 12 hours a day outside of normal work hoursAbility to effectively transition duties during shift changes by providing detailed handover reportsTS/SCI clearanceHS diploma or GEDNice If You Have:Experience with Jira and ConfluenceExperience with 24/7 shift workKnowledge of Azure, AWS, or cloud technologiesAbility to learn emerging IT technologiesAbility to independently manage multiple tasksAbility to pay strict attention to detailPossession of excellent organizational skillsPossession of excellent written and verbal communication skills, with professionalism in interactions across all organizational levelsIAM Level II DoD 8570 CertificationClearance: 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 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).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.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.