This on-site Help Desk Specialist, Mid role is based in Fort Benning, GA and focuses on end-user IT support and incident management for government clients including troubleshooting, account management, and ITSM tasks.
Responsibilities
- Assist users in resolving issues through help desk tools such as Remedy, ServiceNow, MECM, VMware, ESXi, and NetApp ONTAP.
- Support email, account creation and maintenance, standard desktop applications, and government-developed applications.
- Deliver EOC site and local help desk services, serving as the point of contact for creating, responding to, and resolving end user incidents.
- Coordinate Incident Reports and Service Request resolutions with appropriate personnel across multiple site locations, tracking progress from start to finish for the end user.
- Create tickets within IT Service Management (ITSM) tools.
- Troubleshoot and repair end user devices.
- Install and troubleshoot software.
- Re-image hardware as needed.
- Perform shared file access maintenance and maintain user accounts.
- Create tokens and reset CAC and token pins.
- Maintain local registration authority capabilities.
- Provide information and tracking on IT projects, ASIs, incidents, and changes that affect customers, ensuring incidents are routed or escalated to the proper support group.
- Escalate tickets to other IT support groups as necessary.
Requirements
- 6+ years of IT experience at a level such as Tier 1 or Tier 2 help desk support.
- Experience with Windows OS, O365, basic multimedia systems, multifunction devices, and mobile devices.
- Background in hardware and software installation, configuration, and troubleshooting.
- Experience with active directory security group management, Exchange distribution lists, and file share permission assignments.
- Experience using Remedy for ITSM processes.
- TS/SCI clearance.
- HS diploma or GED.
- DoDD 8570.01-M IAT2 or CompTIA Security+ certification.
Technologies
- Remedy
- ServiceNow
- MECM
- VMware
- ESXi
- NetApp ONTAP
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
Nice If You Have
- Experience using ServiceNow for ITSM
- Strong problem-solving abilities
- Excellent customer service with strong written and verbal communication skills
Clearance
TS/SCI clearance is required.
Compensation
Salary: USD 52,900 - 108,000 per year
Identity Statement
Identity verification may involve biometrics and AI during the hiring process. Interviews and assessments may require you to be on camera, and Booz Allen may capture images to verify identity and prevent fraud.
Candidate AI Usage Policy
AI tools may be used in daily work, but use during interviews is prohibited unless explicit permission is provided.
Work Model
Onsite, Remote, and Hybrid work options are available.
Commitment to Non-Discrimination
All qualified applicants will receive consideration for employment without regard to disability, protected veteran status, or any other status protected by law.
