Round-the-Clock Help Desk Engineer (Tier I–II)

Phase2 Technology; Fort Walton Beach (FL); On-site; USD 52,900 - 108,000; Full time

Job summary

Booz Allen Hamilton is seeking a Help Desk Specialist to deliver 24/7 Tier I/II support in a mission-critical setting. You will handle incidents, document processes, and coordinate with engineering teams while ensuring SLA compliance.

The role requires TS/SCI clearance, knowledge of DoD configurations, and ability to work round-the-clock shifts including weekends and holidays. Security protocols and DoD standards apply to daily operations.

Qualifications

• Experience providing Help Desk support in a high-demand environment.
• Experience tracking, analyzing, and resolving technical incidents with standard software.
• Experience with ITIL processes and Agile workflows.
• Knowledge of DoD-specific configurations and processes.
• Ability to work a round-the-clock shift rotation.
• Willingness to work weekends, holidays, and up to 12 hours outside standard hours.
• Ability to provide detailed handover reports during shift changes.
• TS/SCI clearance.
• HS diploma or GED.

Responsibilities

• Provide Tier I and II technical support in a 24/7 environment, including after-hours weekends/holidays.
• Manage and resolve Help Desk tickets adhering to SLA guidelines.
• Monitor and address end-user incidents, escalate as needed.
• Collaborate with engineering and management, maintaining clear communication.
• Identify and implement resolutions or workarounds for technical issues.
• Use Jira/Confluence tools to track incidents and document processes.
• Prepare thorough shift handover reports to ensure seamless flow between shifts.
• Adapt to evolving technologies while following security and DoD protocols.
• Work within classified facilities upon hire, complying with DoD standards.

Skills

Help Desk experience

Incident tracking

ITIL processes

Agile workflows

Jira & Confluence

DoD configurations

Round-the-clock shifts

Weekend/holiday work

HS diploma or GED

Education

HS diploma or GED

Tools

Jira

Confluence

JSM

Job description

Booz Allen Hamilton is seeking a Help Desk Specialist to deliver 24/7 Tier I/II support in a mission-critical setting. You will handle incidents, document processes, and coordinate with engineering teams while ensuring SLA compliance.

The role requires TS/SCI clearance, knowledge of DoD configurations, and ability to work round-the-clock shifts including weekends and holidays. Security protocols and DoD standards apply to daily operations.