Help Desk Specialist

Phase2 Technology; Fort Walton Beach (FL); On-site; USD 52,900 - 108,000; Full time

Job summary

Booz Allen Hamilton is seeking a Help Desk Specialist to deliver 24/7 Tier I/II support in a mission-critical setting. You will handle incidents, document processes, and coordinate with engineering teams while ensuring SLA compliance.

The role requires TS/SCI clearance, knowledge of DoD configurations, and ability to work round-the-clock shifts including weekends and holidays. Security protocols and DoD standards apply to daily operations.

Qualifications

• Experience providing Help Desk support in a high-demand environment.
• Experience tracking, analyzing, and resolving technical incidents with 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.
• Willingness to work weekends, holidays, and up to 12 hours outside standard hours.
• Ability to provide detailed handover reports during shift changes.
• TS/SCI clearance.
• HS diploma or GED.

Responsibilities

• Provide Tier I and II technical support in a 24/7 environment, including after-hours weekends/holidays.
• Manage and resolve Help Desk tickets adhering to SLA guidelines.
• Monitor and address end-user incidents, escalate as needed.
• Collaborate with engineering and management, maintaining clear communication.
• Identify and implement resolutions or workarounds for technical issues.
• Use Jira/Confluence tools to track incidents and document processes.
• Prepare thorough shift handover reports to ensure seamless flow between shifts.
• Adapt to evolving technologies while following security and DoD protocols.
• Work within classified facilities upon hire, complying with DoD standards.

Skills

Help Desk experience

Incident tracking

ITIL processes

Agile workflows

Jira & Confluence

DoD configurations

Round-the-clock shifts

Weekend/holiday work

HS diploma or GED

Education

HS diploma or GED

Tools

Jira

Confluence

JSM

Job description

Help Desk Specialist

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 guru with the skills and certifications to manage dynamic workloads while delivering exceptional support to our mission partners. This role demands flexibility, overnight schedules, technical competence, and a relentless drive for excellence. If this sounds like you, we want you to join our team as a round-the-clock Help Desk Engineer.

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
• HS 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
• Possession of excellent organizational skills
• Possession of 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

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.

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.