Senior Help Desk & IT Service Delivery Lead

Booz Allen Hamilton; Austin (TX); Sur place; USD 87 000 - 198 000; Plein temps

Avantages offerts par ce poste

Health benefits

Life insurance

Disability benefits

Retirement benefits

Paid leave

Professional development

Tuition assistance

Work-life programs

Dependent care

Résumé du poste

Booz Allen Hamilton in Austin is seeking a Help Desk Specialist to manage delivery of digital solutions and provide technical assistance to end-users across mission systems. You will oversee staff, triage requests, and ensure issues are resolved to support clients' goals.

The role emphasizes customer service, problem-solving, and training. Candidates should have extensive IT experience, Windows Server, and ability to develop training materials, with a focus on security and compliance.

Qualifications

• 10+ years in customer-facing IT support within an IT services provider
• 10+ years supporting Windows Server production environment and complex call center systems
• 3+ years writing, conducting and documenting IT systems testing/training
• 2+ years developing training tools/materials to support IT infrastructure

Responsabilités

• Manage delivery of advanced digital solutions and provide technical assistance to end-users
• Oversee staff and triage requests to ensure timely, successful resolutions
• Collaborate with clients to learn their mission and advise on business process improvements
• Address system, network, desktop, hardware, and other IT-related issues

Connaissances

Customer service

Problem-solving

Verbal communication

Written communication

Presentation skills

Formation

HS diploma/GED with IT exp

Associate's degree in IT

Bachelor's degree in IT

Outils

Windows Server

Call center system

IP-based security systems

Graphic/AV software

Description du poste

Booz Allen Hamilton in Austin is seeking a Help Desk Specialist to manage delivery of digital solutions and provide technical assistance to end-users across mission systems. You will oversee staff, triage requests, and ensure issues are resolved to support clients' goals.

The role emphasizes customer service, problem-solving, and training. Candidates should have extensive IT experience, Windows Server, and ability to develop training materials, with a focus on security and compliance.