Booz Allen
HelpDeskSpecialist
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Help Desk Specialist at Booz Allen. Skills: Help Desk support, Technical incident resolution, ITIL processes, Agile workflows, DoD configurations. Provide Tier 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”
What You'll Achieve.
Deliver exceptional support to our mission partners; Resolve tickets to the customer’s satisfaction before they are closed
Industry & Context.
Problem-solving guru; Identify and implement needed resolutions or workarounds for technical issues
Flexibility, overnight schedules, Round-the-clock support, Work within classified facilities, Compliance with DoD standards, TS/SCI clearance, 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, Security investigation, Meet eligibility requirements for access to classified TS/SCI clearance, On camera during interviews and assessments, Expected to be on camera during interviews and assessments
What They're Looking For.
Must 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
Nice to 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
What You'll Do.
Provide Tier 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
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
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
Provide Tier 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
Ensuring tickets are resolved to the customer’s satisfaction before they are closed
Educate and provide policy guidance on all inquiries
How You'll Work.
Team & Collaboration
Collaborate closely with engineering and management teams while maintaining professional and clear communication; Interface with internal and external customers and leadership to understand needs and gain insight on shared delivery performance
Communication Scope
Professional and clear communication; Excellent written and verbal communication skills; Professionalism in interactions across all organizational levels
Full Job Description
Help Desk Specialist **The 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 policy guidance 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 S
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