Helpdesk Engineer, Senior

Booz Allen Hamilton; Honolulu (HI); On-site; USD 77,600 - 176,000; Full time

Benefits offered by this job

Health, life, disability benefits

Retirement plans

Paid leave

Professional development

Job summary

Booz Allen Hamilton in Honolulu, Hawaii, is seeking a Senior ITSM Delivery Lead to architect, deploy, and operate complex help desk environments. This role requires interfacing with key stakeholders to ensure resilient data-centric delivery, as well as mentoring storage engineers.

The ideal candidate should have over 8 years of experience in help desk management, comprehensive knowledge of identity systems, and experience with ticketing tools like ServiceNow or Jira. A secret clearance is mandatory for this position.

Qualifications

• 8+ years of experience operating complex help‑desk environments.
• Experience with identity systems like Microsoft AD.
• Experience with advanced ticketing systems such as ServiceNow or Jira.

Responsibilities

• Architect, deploy, and operate complex delivery environments.
• Document help‑desk processes and recommend efficiency improvements.
• Interface with stakeholders for resilient data delivery.

Skills

8+ years of experience in complex help‑desk environments

Troubleshooting

Incident management

Cross-functional communication

Education

High School diploma or GED

Bachelor's degree in IT, Cybersecurity, or Engineering

Tools

ServiceNow

Jira

Microsoft AD

Job description

As a senior ITSM delivery lead and help desk administrator, you’ll architect, deploy, and operate complex delivery environments across DoW clients. You’ll embrace an existing help desk implementation, document processes and workflows, including escalation, and advise on opportunities for efficiency improvement. You will interface with key stakeholders and users—internal delivery and engineering teams and cybersecurity professionals—to assure resilient data‑centric delivery. You will assist in designing and implementing custom policy to ensure positive control of delivery and access across hybrid environments, including edge solutions, and mentor the next set of storage engineers to help them grow into tomorrow’s data architects.

Responsibilities

• Architect, deploy, and operate complex delivery environments across DoW clients.
• Document help‑desk processes and workflows, including escalation, and recommend efficiency improvements.
• Interface with stakeholders (delivery, engineering, cybersecurity) to ensure resilient data‑centric delivery.
• Design and implement custom policy for delivery and access control across hybrid and edge environments.
• Mentor storage engineers toward future data‑architect roles.

Qualifications

• 8+ years of experience operating complex help‑desk environments, including troubleshooting, 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 communication with diverse engineering teams.
• Secret clearance (required).
• HS diploma or GED.

Nice to Have

• Experience with AI in ITSM processes.
• Experience working in federal, DoW, or IC agency environments.
• Knowledge of federal information security policies, standards, procedures, directives, frameworks, security authorizations, assessment, and risk‑management processes for enterprise systems.
• Bachelor's degree in IT, Cybersecurity, or Engineering.
• 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: $77,600 to $176,000 (annualized USD). The range is indicative and based on factors such as location, education, knowledge, skills, competencies, and experience. Benefits include health, life, disability, financial, and retirement plans, paid leave, professional development, tuition assistance, work‑life programs, and dependent care.