Help Desk Specialist

The Help Desk Specialist role supports internal teams and mission partners by delivering Tier I and II IT assistance in a fast-paced environment. This onsite position is based in Doral, Florida, with a salary range of USD 52,900 to 108,000 per year.

Summary

This role provides Tier I and II Help Desk support to internal users and mission partners within defined service levels. Daily ticket updates and a focus on customer satisfaction are essential, along with educating users and offering policy guidance on inquiries.

Responsibilities

• Collaborate with customers and leadership to understand needs and gain insight on delivery performance.
• Provide Tier I and II support for Help Desk tickets from team members and mission partners within the response service level agreement.
• Update tickets daily with complete notes to maintain accurate records.
• Ensure ticket resolution meets customer expectations before closing.
• Educate users and provide policy guidance on all inquiries.

Requirements

• Experience delivering Help Desk support in a high-demand, fast-paced setting
• Ability to track, analyze, and resolve technical incidents using industry-standard software
• Proficiency with Microsoft Windows, macOS, and cloud-based IT support tools
• Knowledge of ITIL processes and Agile workflows
• HS diploma or GED with 3+ years of Help Desk experience, or a Bachelor’s degree in Information Technology, Information Systems, Computer Science, or Cybersecurity with 1+ year of Help Desk experience

Technologies

• Microsoft Windows
• macOS
• Azure
• AWS
• Jira
• Confluence

Benefits

• Health benefits
• Life benefits
• Disability benefits
• Financial benefits
• Retirement benefits
• Paid leave
• Professional development
• Tuition assistance
• Work-life programs
• Dependent care benefits
• Recognition awards program

The Opportunity

The position supports a fast-paced, mission-critical IT environment requiring adaptable professionals who prioritize reliable, timely, and valuable assistance for both internal teams and external partners. The ideal candidate communicates effectively with customers and leadership to interpret needs and capture performance insights. You will handle Tier I and II Help Desk tickets within established service levels, maintain thorough daily notes, and confirm customer satisfaction prior to closure. Additionally, you will educate users and provide policy guidance on inquiries, contributing to a structured and responsive IT support function.

Work Model

• Remote: Remote work is possible, but there may be occasions requiring in-person work at a Booz Allen or customer facility.
• Hybrid: A hybrid arrangement requires frequent work from a Booz Allen facility and may involve visiting customer facilities as needed.
• Onsite: The role is performed primarily at a Booz Allen office or customer facility, with direct collaboration with colleagues and customers as required.