Remote Part Time Help Desk/Technical Support

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SUPPORT YOUR WELLBEING

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 leader with the skills and certifications to manage dynamic workloads while delivering exceptional support to our mission partners. The role demands flexibility, overnight schedules, technical competence, and a relentless drive for excellence. If this sounds like you, we want you to join us 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, update tickets daily with complete notes, and ensure tickets are resolved to the customer’s satisfaction before they are closed. You’ll educate and provide policy guidance on all inquiries. 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.

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.

Work within classified facilities upon hiring, while maintaining compliance with DoD standards and security clearances.

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.

High school diploma or GED.

Experience with 24/7 shift work.

Knowledge of Azure, AWS, or cloud technologies.

Ability to learn emerging IT technologies.

Benefits include health, life, disability, financial, and retirement benefits, as well as 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 on a regular basis are eligible to participate in Booz Allen’s benefit programs.

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.

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.

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