Help Desk Specialist

Phase2 Technology; Florida; Hybrid; USD 52,900 - 108,000; Full time

Job summary

Booz Allen is seeking a Help Desk Specialist to provide Tier I and II support for internal and external partners, managing tickets within SLA and updating notes daily to ensure satisfactory resolutions.

You will work with Windows, macOS, and cloud tools, applying ITIL and Agile practices while collaborating across teams. A minimum HS diploma with 3+ years’ experience (or a Bachelor’s in IT/IS/CS/Cybersecurity with 1+ year) is required.

Qualifications

• 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 Microsoft Windows, macOS, and cloud-based IT support tools.
• Knowledge of ITIL processes and Agile workflows.
• HS diploma or GED and 3+ years of experience in Help Desk Support, or Bachelor's degree in Information Technology, Information Systems, Computer Science, or Cybersecurity and 1+ year of experience in Help Desk Support.

Responsibilities

• 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 customer satisfaction before closure.
• Educate and provide policy guidance on all inquiries.
• Interact with customers and leadership to understand needs and gain insight on shared delivery performance.

Skills

Help Desk experience

Fast-paced environment

Ticketing software

Windows/macOS

ITIL/Agile

Education

HS diploma or GED

Bachelor's degree in IT/IS/CS/Cybersecurity

Tools

Jira

Confluence

Cloud technologies

Job description

Job Number: R0245337

Help Desk Specialist

The Opportunity:

Are you a dedicated, adaptable professional passionate about solving technical challenges in a fast-paced, 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 guru with the skills and certifications to manage dynamic workloads while delivering exceptional support to our mission partners.

As an information technology professional, you know how to interface with customers and leadership to understand needs and gain insight on shared delivery performance. You will be providing Tier I and II support for Help Desk tickets from team members and mission partners within the response service level agreement, updating tickets daily with complete notes, and ensuring 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?

Join us. The world can't wait.

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 Microsoft Windows, macOS, and cloud-based IT support tools
• Knowledge of ITIL processes and Agile workflows
• HS diploma or GED and 3+ years of experience in Help Desk Support, or Bachelor's degree in Information Technology, Information Systems, Computer Science, or Cybersecurity and 1+ year of experience in Help Desk Support

Nice If You Have:

• Experience with Jira and Confluence
• Knowledge of Azure, AWS, or Cloud technologies
• Ability to learn emerging IT technologies
• Possession of excellent organizational skills
• Possession of excellent written and verbal communication skills, to interact across all organizational levels
• CompTIA A+, ITIL Foundation Certification, or Microsoft Certified: Modern Desktop Administrator Associate Certification

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 $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.

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, 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.

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.