Help Desk Specialist

Booz Allen Hamilton INC. • Rome, NY • 1d ago

Job Number: R0236436 Help Desk SpecialistThe 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 policyguidance 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. Join us. The world can't wait. 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 IAT Level II DoD 8570 Certification 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 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. CompensationAt Booz Allen, we celebrate your contributions, provide you with opportunit

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