Help Desk Specialist

Help Desk Specialist We’re looking for a customer‑focused, problem‑solving professional to provide Tier I and II support for internal and external mission partners in a fast‑paced, mission‑critical environment. This role demands flexibility, night and weekend coverage, and a relentless drive for excellence. What You’ll Work On Provide Tier I and II technical support 24/7, including after‑hours support on holidays and weekends. Manage and resolve Help Desk tickets in a fast‑paced setting while adhering to 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 while maintaining professional, clear communication. Identify and implement resolved or work‑around solutions for technical issues in a structured manner. Use Jira, Confluence (JSM, Core, and software modules) to track incidents and document processes. Prepare thorough shift handover reports to ensure seamless operations between shifts. Adapt swiftly to evolving technologies and environments while adhering to security and organizational protocols. Work within classified facilities, complying with DoD standards and security clearances. Required Qualifications Experience providing Help Desk support in a high‑demand, fast‑paced environment. Track, analyze, and resolve 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, weekends, holidays, and up to 12 hours a day outside normal hours. Ability to 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 other cloud technologies. Ability to learn emerging IT technologies. Independent management of multiple tasks. Strict attention to detail. Excellent organizational, written, and verbal communication skills at all levels. IAM Level II, DoD 8570 certification. Compensation and Benefits Salary range: $52,900.00 to $108,000.00 annualized USD. Benefits include health, life, disability, financial, and retirement plans; paid leave; professional development; tuition assistance; work‑life programs; and dependent care. Full‑time and part‑time employees working at least 20 hours a week are eligible to participate in Booz Allen’s benefit programs. 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