Help Desk Specialist

Remote Jobs; Austin (TX); On-site; USD 87,000 - 198,000; Full time

Job summary

Booz Allen Hamilton in Austin, Texas seeks a seasoned Help Desk Specialist to manage advanced digital solutions and provide end-user support. You will train users, triage IT issues, and collaborate with clients to improve business processes and mission delivery.

Applicants should bring extensive customer-facing IT experience, strong communication, and the ability to obtain the necessary government clearances. Employment benefits and flexible work options are described in the posting.

Qualifications

• 10+ years direct customer interaction in IT services or similar environment.
• 10+ years supporting Windows Server and complex call center systems.
• 3+ years documenting IT systems testing and training.
• 2+ years creating training materials for IT infrastructure.

Responsibilities

• Manage delivery of mission-critical digital solutions and support end-users.
• Triaga requests and ensure timely completion for customer satisfaction.
• Partner with clients to understand processes and provide improvement recommendations.

Skills

Customer service

IT support

Windows Server

Training & documentation

IT infrastructure

Public trust

Communication skills

Problem solving

Education

HS diploma or GED / IT field education

Associate's or Bachelor's IT degree

Tools

Presentation software

AV/graphics tools

Job description

Job Description

Remote Work: No

Job Number: R0250954

Location: Austin,TX,US

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Help Desk Specialist

The Opportunity

You know that project managers touch every single part of a business and wear multiple hats: from caring for the client and their meaningful project goals to participating in business development and being a key contributor to their employees' growth. We're looking for someone like you to help our clients meet their mission by managing their customer facing mission delivery and providing support to their user base.

In this role, you'll manage the delivery of the most advanced digital solutions and provide technical assistance on their mission systems ensuring end-users are full adept and trained to adopt systems, tools, and processes. You'll oversee staff and triage requests, ensuring successful completion satisfied end-users. You'll work closely with clients to take the time to learn the complexities of their mission and provide them with tangible advice on business process improvements, mission success, and standard methodologies. You'll bring your customer service skills paired with your problem-solving expertise to address system, network, desktop, hardware, and other IT-related issues.

Work with us to transform the future of digital platforms.

Join us. The world can't wait.

You Have

• 10+ years of experience dealing directly with customers and managing IT professionals in a customer support environment in an IT services provider organization
• 10+ years of experience supporting Windows Server production environment and a complex call center system
• 3+ years of experience writing, conducting and documenting IT systems testing and training
• 2+ years of experience in developing training tools and materials to support IT infrastructure
• Experience supporting IP based physical security systems
• Ability to utilize automated products and graphics packages for preparation of presentation material, and utilize a wide variety of audio and visual software and aids in training material preparation and presentation
• Ability to function in a modern learning lab utilizing audio and visual aids, web- based instruction, computer-assisted instruction
• Ability to obtain and maintain a Public Trust or Suitability/Fitness determination based on client requirements
• HS diploma or GED and 4+ years of experience in an IT field, Associate's degree and 3+ years of experience in an IT field, or Bachelor's degree in an IT field

Nice If You Have

• Possession of excellent verbal and written communication skills
• Public trust
• Project Management Professional (PMP) certification

Vetting

Applicants selected will be subject to a government investigation and may need to meet eligibility requirements of the U.S. government client.

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 $86,800.00 to $198,000.00 (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.

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. 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. 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 or customer facility, in alignment with your leadership's expectations and the needs of the role.
• Onsite: If this position is listed as onsite, work will primarily be performed full-time at a 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.

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