Helpdesk Technician

Booz Allen Hamilton seeks a Helpdesk Technician to support DoD mission-critical systems in classified environments. This onsite role in Washington, DC focuses on Windows and Unix operating systems, guiding problem-solving and implementation efforts, and managing ticket workflows while mentoring teammates. It offers a path to contribute to enterprise-grade cyber operations within a government-focused context.

Responsibilities

• Provide in-depth support for specific software and hardware for customers in support of mission-critical applications.
• Lead problem-solving and implementation efforts for specific software and hardware.
• Manage service offerings and ticketing, provide troubleshooting experience, and document best practices.
• Assist with software and hardware problems for domain users and maintain the configuration baseline for workstations.
• Collaborate and develop innovative solutions to enable secure and reliable operations of enterprise computer systems.
• Work individually or in a small integrated team.
• Ensure project completion; provide guidance and direction to lower-level technicians, specialists, and managers.
• Identify problem areas and opportunities for improvement in a mission-critical network.
• Provide leadership and mentoring to the team and help develop new methodologies.
• Identify new opportunities to modernize the network to help customers meet their needs.
• Solve daily challenges to improve and enhance the cyber maturity profile of DoD systems across the enterprise.

Requirements

• 1+ years of experience providing support to an IT operations environment
• Experience as a Tier 1 helpdesk technician or responding to incident tickets
• Experience with Active Directory, virtualization, and basic networking
• Ability to install, configure, troubleshoot, and maintain hardware and software on Windows and Unix operating systems
• Ability to work and multitask in a fast-paced environment, and identify, track, monitor, and prioritize requests
• Ability to author, interpret, and analyze technical documentation
• Active TS/SCI clearance; willingness to take a polygraph exam
• HS diploma or GED
• DoD 8570 IAT Level II Certification such as Security+ CE Certification

Technologies

• Windows operating systems
• Unix operating systems
• Active Directory
• Jira, Atlassian Suite
• VMware
• Hyper-V
• Group Policy

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

TS/SCI clearance is required.

Compensation

The projected compensation range for this position is $62,000.00 to $141,000.00 (annualized USD).

Identity Statement

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

Candidate AI Usage Policy

AI is a part of our daily work at Booz Allen, and we are committed to the responsible and ethical use of AI tools. However, we want to ensure a fair candidate process based on your own skills and knowledge. The use of artificial intelligence or other tools to assist with responses during interviews is prohibited unless permission is explicitly provided.

Work Model

• Remote: If listed as remote, there may still be occasions when you are required to work in person at a Booz Allen or customer facility.
• Hybrid: You will be expected to work from a Booz Allen facility frequently, in alignment with leadership expectations and the needs of the role. You may also be required to work from or visit a customer facility.
• Onsite: Work will primarily be performed at a Booz Allen office or customer facility, where employees will collaborate directly with colleagues and customers as required by the role.

Commitment to Non-Discrimination

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

Nice If You Have

• Experience with Jira and the Atlassian Suite of tools
• Experience leading a team of technicians across multiple sites
• Knowledge of call center best practices, including forecasting and scheduling, inbound technical triage, ticket tracking, and escalation
• Knowledge of VMware and Hyper-V
• Ability to work with Security Technical Implementation Guides and group policies
• Bachelor’s degree