Help Desk Specialist

Booz Allen Hamilton; City of Rome (NY); On-site; USD 52,900 - 108,000; Full time

Benefits offered by this job

Health Benefits

Tuition Assistance

Professional Development Programs

Job summary

Booz Allen Hamilton is looking for a Help Desk Engineer in the City of Rome, NY. As a Help Desk Engineer, you will provide Tier I and II support to internal and external customers, ensuring rapid resolution of issues while adhering to service level agreements.

The ideal candidate has experience in high-demand environments, knowledge of ITIL processes, and the ability to work a round-the-clock shift rotation. A TS/SCI clearance is required for this role and offers a salary range between $52,900 and $108,000 annually.

Qualifications

• Experience providing Help Desk support in a high-demand environment.
• Experience tracking and resolving technical incidents using industry-standard software.
• Ability to work a round-the-clock shift rotation.

Responsibilities

• Provide Tier I and II technical support in a round-the-clock environment.
• Manage and resolve Help Desk tickets adhering to SLA guidelines.
• Monitor incidents reported by end-users and escalate as necessary.

Skills

Help Desk Support

Technical Incident Tracking

ITIL Processes

Agile Workflows

Communication Skills

Education

High school diploma or GED

Tools

Jira

Confluence

Job description

Your growth matters to us - explore our career development opportunities.

BE EMPOWERED TO SUCCEED

Connect with others in our people‑first culture and enhance our collective ingenuity.

SUPPORT YOUR WELLBEING

Learn how we’ll support you as you pursue a balanced, fulfilling life.

YOUR CANDIDATE JOURNEY

Discover what to expect during your journey as a candidate with us.

Are you a dedicated, adaptable professional passionate about solving technical challenges in a fast‑paced, mission‑critical environment? Do you thrive in a dynamic team setting and have the expertise to provide effective, efficient, timely, and valuable support for internal and external mission partners? We’re looking for a customer‑focused, problem‑solving leader with the skills and certifications to manage dynamic workloads while delivering exceptional support to our mission partners. The role demands flexibility, overnight schedules, technical competence, and a relentless drive for excellence. If this sounds like you, we want you to join us as a round‑the‑clock Help Desk Engineer.

As a professional, you will interface with internal and external customers and leadership to understand needs and gain insight on shared delivery performance. You will provide Tier I and II support for Help Desk tickets from team members and mission partners within the response service level agreement, update tickets daily with complete notes, and ensure tickets are resolved to the customer’s satisfaction before they are closed. You’ll educate and provide policy guidance on all inquiries. Ready to build the future of shared delivery for the better?

What You’ll Work On:

• Provide Tier I and II technical support in an around‑the‑clock environment, including after‑hours support on holidays and weekends.
• Manage and resolve Help Desk tickets in a fast‑paced setting, adhering to Service Level Agreement (SLA) guidelines.
• Monitor and address incidents reported by end‑users, escalating to the appropriate teams or leadership as necessary.
• Collaborate closely with engineering and management teams while maintaining professional and clear communication.
• Identify and implement needed resolutions or workarounds for technical issues in a structured manner.
• Use tools such as Jira, and Confluence modules such as JSM, Core, and Software, for tracking incidents and documenting processes.
• Prepare thorough shift handover reports to ensure the seamless flow of operations between shifts.
• Adapt swiftly to evolving technologies and environments, while adhering to security and organizational protocols.
• Work within classified facilities upon hiring, while maintaining compliance with DoD standards and security clearances.

You Have:

• Experience providing Help Desk support in a high‑demand and fast‑paced environment.
• Experience tracking, analyzing, and resolving technical incidents systematically using industry‑standard software.
• Experience with ITIL processes and Agile workflows.
• Knowledge of DoD‑specific configurations and processes.
• Ability to work a round‑the‑clock shift rotation.
• Ability to work weekends, holidays, and up to 12 hours a day outside of normal work hours.
• Ability to effectively transition duties during shift changes by providing detailed handover reports.
• TS/SCI clearance.
• High school diploma or GED.

Nice If You Have:

• Experience with Jira and Confluence.
• Experience with 24/7 shift work.
• Knowledge of Azure, AWS, or cloud technologies.
• Ability to learn emerging IT technologies.
• Ability to independently manage multiple tasks.
• Ability to pay strict attention to detail.
• Excellent organizational skills.
• Excellent written and verbal communication skills, with professionalism in interactions across all organizational levels.
• IAM Level II DoD 8570 Certification.

Clearance:

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; TS/SCI clearance is required.

Compensation and Benefits:

Salary range: $52,900.00 to $108,000.00 (annualized USD). This posting will close within 90 days from the Posting Date.

Benefits include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work‑life programs, and dependent care. 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.

Work Model

• 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.

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.