The Help Desk Specialist provides round-the-clock Tier I and II technical support for internal and external partners in a DoD security-cleared environment, operating onsite at Hurlburt Field, Florida.
Responsibilities
- Deliver 24/7 Tier I and II technical assistance, including after-hours support on holidays and weekends.
- Track and resolve Help Desk tickets in a fast-paced setting, adhering to SLA requirements.
- Monitor end-user reported incidents and escalate to appropriate teams or leadership as needed.
- Collaborate closely with engineering and management teams, maintaining clear and professional communication.
- Identify effective resolutions or workarounds for technical issues using a structured approach.
- Utilize incident tracking and documentation tools such as Jira and Confluence (including JSM and Core) to log activity and document processes.
- Prepare thorough shift handover reports to ensure seamless continuity between shifts.
- Adapt to evolving technologies and environments while upholding security and organizational protocols.
- Work within classified facilities as required, maintaining compliance with DoD standards and security clearances.
Requirements
- Experience delivering Help Desk support in a high-demand, fast-paced environment.
- Experience tracking, analyzing, and resolving technical incidents using industry-standard software.
- Knowledge of ITIL processes and Agile workflows.
- Understanding of DoD-specific configurations and processes.
- Ability to work a round-the-clock shift rotation, including weekends and holidays, up to 12 hours per day.
- Capability to transition duties during shift changes with detailed handover reports.
- TS/SCI security clearance.
- HS diploma or GED.
Technologies
Benefits
- Health benefits
- Life benefits
- Disability benefits
- Financial benefits
- Retirement benefits
- Paid leave
- Professional development
- Tuition assistance
- Work-life programs
- Dependent care
- Recognition awards program
Clearance
Applicants selected will undergo a security investigation and may need to meet eligibility requirements for access to classified information; TS/SCI clearance is required.
Identity Verification
As part of the hiring process, Booz Allen employs an identity verification process that uses biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. Candidates are expected to be on camera during interviews and assessments, and Booz Allen may capture photos to verify identity.
Candidate AI Usage Policy
AI is an integral part of Booz Allen's daily operations, and the company supports responsible AI use. Use of artificial intelligence or other tools to assist with responses during interviews is prohibited unless explicit permission is granted.
Work Model
Booz Allen emphasizes a people-first culture that values collaboration, whether in person or remote. For virtual engagement, employees are generally expected to keep cameras on during meetings. The position may be remote, hybrid, or onsite, with the following expectations:
Remote: there may be occasions requiring in-person work at Booz Allen or a customer facility.
Hybrid: frequent work from a Booz Allen facility is expected, with potential visits to customer facilities as needed.
Onsite: work is primarily performed at a Booz Allen office or customer facility, with direct collaboration as required.
Compensation
The projected annual salary range for this role is $52,900.00 to $108,000.00, determined by factors including location, education, knowledge, skills, competencies, experience, contract-specific considerations, and organizational requirements.
Commitment to Non-Discrimination
All qualified applicants will receive consideration for employment without regard to disability, veteran status, or any other status protected by applicable law.
