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.

• 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.

• 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.

• 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.

Salary range: $52,900.00 to $ 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.

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.