Helpdesk Engineer

Helpdesk Engineer

As an ITSM Delivery Administrator on our team, you’ll be integral to architecting, deploying, and operating complex delivery environments across various DoW clients. You’ll embrace an existing help desk implementation, document processes and workflows, including escalation, and advise on opportunities for efficiency change. You’ll interface with key stakeholders and users, including internal delivery and engineering teams, and cybersecurity professionals, to assure resilient data‑centric delivery.

You’ll assist in designing and implementing custom policy to ensure positive control of delivery and access across hybrid environments, including edge solutions. You’ll manage daily or recurring help desk priorities and communicate summary to leadership.

• 5+ years of experience operating complex helpdesk environments providing simple troubleshooting to complex problem solving, including incident management and standard operating procedure (SOP) development
• Experience with identity systems, such as Microsoft AD, for account creation or management
• Experience with advanced ticketing systems, such as Service Now or Jira
• Experience documenting workflows
• Ability to demonstrate cross‑functional communication with a variety of engineering teams
• Ability to obtain a Secret clearance
• High school diploma or GED

• Experience with AI in ITSM process
• Experience working in federal, DoW, or IC agency environments
• Knowledge of zero trust technologies
• Knowledge of federal information security policies, standards, procedures, directives, frameworks, federal security authorizations, assessment, and risk management processes for enterprise systems
• Bachelor's degree in IT, Cybersecurity, or Engineering field
• ITIL, Atlassian, Service Now or COBIT certification

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information.

The projected compensation range for this position is $61,900.00 to $ (annualized USD).

• 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.