Mission-Critical IT Help Desk Technician

Phase2 Technology

Florida

Hybrid

USD 52,900 - 108,000

Full time

14 days+

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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.