Remote ITSM Helpdesk Engineer | Incident & Access

Phase2 Technology; Pearl City (HI); On-site; USD 62,000 - 141,000; Full time

Job summary

Booz Allen Hamilton is seeking a Helpdesk Engineer to join our team in Hawaii, delivering and operating complex helpdesk environments for DoD and IC clients. The role focuses on policy design, incident management, and cross-functional collaboration across engineering, cybersecurity, and delivery teams.

Ideal candidates will have 5+ years of helpdesk experience, proficiency with Microsoft AD, and experience with ServiceNow or Jira.

Qualifications

• 5+ years of experience operating complex helpdesk environments.
• 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.

Responsibilities

• Architect, deploy, and operate complex delivery environments across DoW clients.
• Document processes and workflows, including escalation, and advise on efficiency opportunities.
• Interface with stakeholders and users to ensure resilient data-centric delivery and positive access control across hybrid environments.

Skills

Helpdesk experience

Active Directory

ServiceNow

Jira

Workflow documentation

Cross-functional comms

Security clearance

HS Diploma

Education

Bachelor's degree in IT/Cybersecurity/Engineering

Tools

ServiceNow

Jira

Active Directory

Job description

Booz Allen Hamilton is seeking a Helpdesk Engineer to join our team in Hawaii, delivering and operating complex helpdesk environments for DoD and IC clients. The role focuses on policy design, incident management, and cross-functional collaboration across engineering, cybersecurity, and delivery teams.

Ideal candidates will have 5+ years of helpdesk experience, proficiency with Microsoft AD, and experience with ServiceNow or Jira.