Help Desk Specialist

Join Booz Allen Hamilton in Rome, NY on site, where a robust benefits package, ongoing professional development, and a collaborative culture support your growth in a security‑driven DoD environment. This Help Desk Specialist role provides Tier I and II technical support around the clock, with opportunities to work closely with engineering and management teams while upholding strict security standards and DoD clearances.

Benefits

• Health, life, disability, financial, and retirement benefits
• Paid leave
• Professional development
• Tuition assistance
• Work life programs
• Dependent care

Responsibilities

• Deliver Tier I and II technical support 24/7, including after hours on holidays and weekends
• Track and resolve Help Desk tickets within SLA guidelines in a fast-paced setting
• Monitor end-user incidents and escalate to appropriate teams or leadership as needed
• Collaborate with engineering and management while maintaining professional, clear communication
• Identify durable resolutions or workarounds for technical issues using a structured approach
• Use Jira and Confluence tools (JSM, Core, Software) to log incidents and document processes
• Prepare thorough shift handover reports to ensure smooth cross‑shift operations
• Adapt quickly to evolving technologies and environments while following security and organizational protocols
• Work in classified facilities upon hire and maintain DoD security compliance

Requirements

• Experience providing Help Desk support in a high-demand, fast-paced environment
• Experience tracking, analyzing, and resolving technical incidents with standard software tools
• Knowledge of 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 outside of normal hours
• Ability to transition duties effectively during shift changes with detailed handover reports
• TS/SCI clearance
• HS diploma or GED

Technologies

• Jira
• Confluence
• JSM
• Core
• Software

Compensation

Salary is determined by location, education, experience, skills, and organizational requirements. The projected salary range for this role is USD 52,900 to 108,000 per year.

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.

Identity verification

As part of the hiring process, you will complete an identity verification process that leverages biometrics and AI to ensure authenticity. You are expected to be on camera during interviews and assessments. Booz Allen reserves the right to take photos to verify identity and prevent fraud.

Candidate AI usage policy

AI is part of Booz Allen's daily work, and the use of AI tools to assist with interview responses is prohibited unless explicit permission is provided.

Work model

Work model options include onsite, hybrid, or remote. Onsite roles are performed primarily at a Booz Allen or customer facility. Hybrid roles require frequent work from a Booz Allen facility with potential visits to customer facilities. Remote roles may be listed, but there may still be occasions requiring in-person work at Booz Allen or a customer facility.

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.

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
• Attention to detail and strong organizational skills
• Excellent written and verbal communication across all levels
• IAM Level II DoD 8570 Certification