IT Helpdesk Specialist

Job Number: R0195325

IT Helpdesk Specialist

Key Role:
Provide in-depth support and lead problem solving and implementation efforts for specific te chn ology products or applications. Apply advanced consulting skills and extensive te chn ical expertise, including full industry knowledge. Develop innovative solutions to complex problems. Work without considerable direction, and mentor and supervise team members.
Basic Qualifications:
4+ years of experience in a customer service support role troubleshooting, triaging and resolving issues

Experience implementing help desk processes and capabilities for new projects using common help desk platforms, including ServiceNow

Experience working with project teams to establish mechanisms to track, monitor and prioritize requests from system end users and stakeholders

Experience applying call center best practices, including forecasting and scheduling, inbound technical triage, ticket tracking and escalation, and CRM applications

Experience guiding and directing junior help desk team members

Experience installing, configuring, testing and maintaining hardware and software

Ability to manage multiple simultaneous tasks to completion

Ability to obtain and maintain a Public Trust or Suitability/Fitness determination based on client requirements

Bachelor's degree

Additional Qualifications:
2+ years of experience supporting the CDC or other government organizations

Experience analyzing call center and ticketing system reports to design response handling strategies

Experience serving as a liaison to OCIO Cybersecurity Program Office and IT Operations teams, including users, equipment, servers, workstations, and software, for supporting IT projects

Knowledge of cloud environments, including AWS or Azure

Knowledge of leveraging industry Best Practices and Standards and existing OCIO IT Customer Support and Customer Security Incident Response Team operations

Master's degree

CompTIA Certification, including A+, Network+, or Security+ Certification

Vetting:
Applicants selected will be subject to a government investigation and may need to meet eligibility requirements of the U.S. government client .
Create Your Career:
Grow With Us
Your growth matters to us-that's why we offer a variety of ways for you to develop your career. With professional and leadership development opportunities like, tuition reimbursement, mentoring, and firm-sponsored networking, you can chart a unique and fulfilling career path on your own terms.
A Place Where You Belong
Diverse perspectives cultivate collective ingenuity. means that, here, you are free to bring your whole self to work. With an array of business resource groups and other opportunities for connection, you'll build your community in no time.
Support Your Well-Being
Our includes wellness programs with HSA contributions, paid holidays, paid parental leave, a generous 401 ( k )

match, and more. With these benefits, plus the option for flexible schedules and remote and hybrid locations, we'll support you as you pursue a balanced, fulfilling life-at work and at home.
Your Candidate Journey
At Booz Allen, we know our people are what propel us forward, and we value relationships most of all. so you'll know what to expect as we forge a connection with you during your journey as a candidate with us.
Compensation
At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen's benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. We encourage you to learn more about our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page.
Salary at Booz Allen is determined by various factors, including but not limited to location, the individual's particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is $51,600.00 to $105,000.00 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of Booz Allen's total compensation package for employees. This posting will close within 90 days from the Posting Date.

Work Model
Our people-first culture prioritizes the benefits of flexibility and collaboration, whether that happens in person or remotely.
If this position is listed as remote or hybrid, you'll periodically work from a Booz Allen or client site facility.
If this position is listed as onsite, you'll work with colleagues and clients in person, as needed for the specific role.
EEO Commitment
We're an equal employment

opportunity/affirmative

action employer that empowers our people to fearlessly drive change - no matter their race, color, ethnicity, religion, sex (including pregnancy, childbirth, lactation, or related medical conditions), national origin, ancestry, age, marital status, sexual orientation, gender identity and expression, disability, veteran status, military or uniformed service member status, genetic information, or any other status protected by applicable federal, state, local, or international law.

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