Support mission systems with customer-facing help desk and IT delivery support in an onsite role in Austin, TX.

Deliver advanced digital solutions and provide technical assistance for mission systems so end-users can adopt systems, tools, and processes with confidence
Manage staff coverage and triage IT requests to support successful outcomes for end-users
Partner with clients to learn mission-specific complexities and provide actionable guidance on business process improvements, mission success, and standard methodologies
Troubleshoot and resolve system, network, desktop, hardware, and other IT-related issues using customer service skills and problem-solving expertise

10+ years experience working directly with customers and managing IT professionals in a customer support environment within an IT services provider organization
10+ years experience supporting Windows Server production environments and a complex call center system
3+ years experience writing, conducting, and documenting IT systems testing and training
2+ years experience developing training tools and materials to support IT infrastructure
Experience supporting IP-based physical security systems
Ability to use automated products and graphics packages to prepare presentation materials, and use varied audio and visual software and aids to prepare and present training content
Ability to operate in a modern learning lab environment using audio and visual aids, web-based instruction, and computer-assisted instruction
Ability to obtain and maintain a Public Trust or Suitability/Fitness determination based on client requirements
Education/experience combination:
- HS diploma or GED and 4+ years in an IT field, or
- Associate's degree and 3+ years in an IT field, or
- Bachelor's degree in an IT field (as applicable)

Health, life, disability, financial, and retirement benefits
Paid leave
Professional development
Tuition assistance
Work-life programs
Dependent care
Employees working at least 20 hours per week are eligible to participate in Booz Allen benefit programs

Selected applicants will be subject to a government investigation and may need to meet U.S. government client eligibility requirements

During hiring, you will complete an identity verification process using advanced biometrics and AI to confirm authenticity and help protect against identity fraud
You are expected to be on camera during interviews and assessments
The company reserves the right to take your picture to verify identity and prevent fraud

Use of AI or other tools to assist with responses during interviews (in-person or virtual) is prohibited unless permission is explicitly provided

Onsite: work will primarily be performed full-time at a customer facility, with collaboration with colleagues and customers as required

All qualified applicants will receive consideration for employment without regard to disability, protected veteran status, or any other status protected by applicable federal, state, local, or international law

Help Desk Specialist

Job Description