Helpdesk Engineer, Senior

Booz Allen Hamilton; Hawaii; Hybrid; USD 77,600 - 176,000; Full time

Job summary

Booz Allen Hamilton is seeking a Senior ITSM Delivery Lead to architect and implement complex help desk environments. You will manage documentation, enhance workflows, and collaborate with stakeholders to ensure efficient service delivery. Candidates should have 8+ years of help desk experience and a high school diploma or equivalent. The position offers a projected salary range of $77,600 to $176,000 annually and can be remote or hybrid, requiring occasional onsite presence.

Qualifications

• 8+ years of experience operating complex helpdesk environments.
• Experience with identity systems such as Microsoft AD.
• Ability to demonstrate cross-functional communication with engineering teams.

Responsibilities

• Architect and operate complex delivery environments.
• Document processes and workflows for help desk operations.
• Interface with stakeholders to ensure effective delivery.

Skills

Operating complex helpdesk environments

Cross-functional communications

Troubleshooting and problem solving

Documenting workflows

Using advanced ticketing systems

Education

HS diploma or GED

Bachelor’s degree in IT, Cybersecurity, or Engineering

Tools

ServiceNow

Jira

Microsoft AD

ITIL

COBIT certification

Job description

Opportunity

As a senior ITSM delivery lead and help desk 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. 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 mentor the next set of storage engineers to help them grow into tomorrow’s data architects.

You Have

• 8+ years of experience operating complex helpdesk environments, providing simple troubleshooting to complex problem solving, including incident management and SOP development
• Experience with identity systems such as Microsoft AD
• 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
• 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 federal information security policies, standards, procedures, directives, frameworks, federal security authorizations, assessment, and risk management processes for enterprise systems
• 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; Secret clearance is required.

Compensation

Projected salary range for this position is $77,600.00 to $176,000.00 (annualized USD). This posting will close within 90 days from the posting date.

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.