Helpdesk Engineer

Booz Allen Hamilton; Hawaii; On-site; USD 62,000 - 141,000; Full time

Job summary

Booz Allen Hamilton is seeking an ITSM delivery administrator to architect, deploy, and operate complex delivery environments across DoW clients. You will document workflows, manage help desk priorities, and advise on efficiency improvements within hybrid environments.

Key responsibilities include interfacing with engineering and cybersecurity teams, and communicating summaries to leadership. A Secret clearance and a HS diploma or GED are required, with a preferred Bachelor’s in

Qualifications

• 5+ years operating complex help desk environments with incident management and SOP development.

Responsibilities

• Architect, deploy, and operate delivery environments across DoW clients.
• Document processes and workflows including escalation.
• Advise on efficiency improvements and positive control of delivery/access across hybrid environments.
• Interface with stakeholders, delivery, engineering, and cybersecurity teams.
• Communicate summaries to leadership.

Skills

5+ years experience

Identity management (AD)

Ticketing systems (ServiceNow/Jira)

Workflow documentation

Cross-functional communication

Security clearance (Secret)

Effective at SOP development

Education

HS diploma or GED

Bachelor’s degree in IT/Cybersecurity/Engineering

Tools

ServiceNow

Jira

Microsoft Active Directory

Job description

The Opportunity:

As an ITSM delivery administrator on our team,you'll be integral to architecting, deploying, and operating complex delivery environments across various DoW clients. You'll embrace an existing help desk implementation, document processes and workflows, including escalation, and advise on opportunities for efficiency change. You'll interface with key stakeholders and users, including internal delivery and engineering teams as well as cybersecurity professionals, to assure resilient data-centric delivery. You'll assist in designing and implementing custom policy to ensure positive control of delivery and access across hybrid environments, including edge solutions. You'll manage daily or recurring help desk priorities and communicate summary to leadership.

Job Number: R0247815

Helpdesk Engineer

As an ITSM delivery administrator on our team,you'll be integral to architecting, deploying, and operating complex delivery environments across various DoW clients. You'll embrace an existing help desk implementation, document processes and workflows, including escalation, and advise on opportunities for efficiency change. You'll interface with key stakeholders and users, including internal delivery and engineering teams as well as cybersecurity professionals, to assure resilient data-centric delivery. You'll assist in designing and implementing custom policy to ensure positive control of delivery and access across hybrid environments, including edge solutions. You'll manage daily or recurring help desk priorities and communicate summary to leadership.

Work with us and build the future of technology for the better.

Join us. The worldcan'twait.

You Have:

• 5+ years of experience operating complex help desk environments providing simple troubleshooting to complex problem solving, including incident management and standard operating procedure (SOP) development


• Experience with identity systems, such as Microsoft AD, for account creation or management


• Experience with advanced ticketing systems, such as ServiceNow or Jira


• Experience documenting workflows


• Ability to demonstrate cross-functional communications with a variety of engineering teams


• Ability to obtain a Secret clearance


• HS diploma or GED

Nice If You Have:

• Experience with AI in ITSM process


• Experience working in federal, DoW, or IC agency environments


• Knowledge of zero trust technologies


• Knowledge of federal information security policies, standards, procedures, directives, frameworks, federal security authorizations, assessment, and risk management processes for enterprise systems


• Secret clearance


• Bachelor's degree in an IT, Cybersecurity, or Engineering field


• ITIL, Atlassian, ServiceNow, or COBIT Certification

Clearance:

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information.

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 $61,900.00 to $141,000.00 (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.