Help Desk Specialist, Mid

Your combination of people skills and troubleshooting expertise makes you the team hero, solving one problem after another. What if you could use those skills to troubleshoot and maintain a client's existing technology? We're looking for a Help Desk Spe cia list who works to help us perform a variety of services in support of end users and missions for the various clients as directed by leadership., * Provide support to users in resolving problems using help desk center tools, including Remedy, ServiceNow, MECM, VM War e, ESXi, and NetApp ONTAP.

• Support electronic mail, account creation and maintenance, standard desktop applications, and applications developed by the government.
• Provide EOC site and local help desk services, and act as the POC for creating, resp ond ing to, and resolving end user incidents.
• Coordinate Incident Reports and Service Request resolutions with the proper personnel at the various site locations, while tracking resolutions from initiation to conclusion on behalf of the end user.
• Create tickets within IT Service Management ( ITSM ) tools.
• Troubleshoot and repair end user devices.
• Install and troubleshoot sof t war e.
• Re-image hard war e.
• Perform shared file access maintenance.
• Maintain accounts.
• Create tokens.
• Reset CAC and token pins.
• Maintain local registration authority capabilities.
• Provide information and tracking on IT projects, ASIs, incidents, and changes that impact customers ensuring incidents are routed or escalated to the appropriate support group.
• Escalate tickets to other IT support groups.

You'll combine your technical knowledge and communication skills to turn met rics into information and articulate their meaning. This is an opportunity to gain experience in PC and systems hard war e with opportunities to learn and grow into your preferred career path. We focus on growing as a team, so we'll share techniques, work through challenges, and develop new met hodologies together., * 6+ years of experience in IT such as Tier 1 or 2 help desk support

• Experience with Windows OS, O365 suite of applications, basic multimedia systems, multi-functional devices, and mobile devices
• Experience with hard war e and sof t war e installation, configuration, and troubleshooting
• Experience with active directory security group management, exchange distribution lists, and file share permission assignment
• Experience using Remedy for ITSM
• TS/SCI clearance
• HS diploma or GED
• DoDD 8570.01-M IAT2 or CompTIA Security+ Certification

Nice If You Have:

• Experience using ServiceNow for ITSM
• Possession of excellent problem-solving skills
• Possession of excellent customer service, written, and verbal communication skills

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 $52,900.00 to $108,000.00 (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.

Identity Statement

As part of the hiring process, we will ask you to 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. We reserve the right to take your picture to verify your identity and prevent fraud.

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. As part of this commitment, the use of artificial intelligence (AI) or other tools to assist with responses during interviews (whether in-person or virtual) is prohibited unless permission is explicitly provided. Work Model Our people-first culture prioritizes the benefits of collaboration, whether it occurs in person or virtually. To support engagement and effective communication, employees working virtually are generally expected to have their cameras on during meetings. * Remote: If this position is listed as remote, there may still be occasions when you are required to work in person at a Booz Allen or customer facility. * Hybrid: If this position is listed as 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: If this position is listed as 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.